Customer Engineer

2 weeks ago

Harrisonburg, United States LanceSoft Full time
Job Title: Customer Engineer

Job Description:
  • Position responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction
  • Responsible for ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements
  • Required to perform work on products and services of low complexity, specifically financial/ATM products
  • Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders
  • Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment
  • May also perform required modular swaps and unit replacements
  • Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower
  • Build working relationships with customers and develop informal communication channels with customer account at the local level
  • Represents ** in a manner that reflects positively on the image and reputation of the company
  • Performs periodic preventative maintenance on assigned products
  • Diagnoses problems, makes minor repairs, and replaces components (at the module level)
  • Follows appropriate security procedures when working with ATM's and or within financial institution
  • Responsible for all ** assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management
  • Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required
  • Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation
  • Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
  • May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
  • May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.)
  • May require bending/squatting, walking/standing /sitting for prolonged periods
  • May be required to work on rotating shifts
  • Ensure staff productivity measures are achieved
  • Work together with Call Center Staff via PDA to recover machines
  • Work together with Security Escort Officer
  • Retail EPOS maintenance or install experience is required
  • Strong desktop hardware experience may be considered if EPOS experience is limited

BASIC QUALIFICATIONS:
  • High School Diploma or equivalent 0-1 years of related experience
  • Ability to work with Microsoft Office suite
  • Experience on Windows XP, Windows 2000 operating systems required
  • Experience in PC Hardware Maintenance and support A+ Certification
  • ITE or Polytechnic in Electronics and Communications Engineering Works well with minimal supervision
  • Good problem solving skills
  • Ability to pick up new skills quickly
  • Ability to work under pressure
  • Ability to meet deadlines and produce high quality work
  • Excellent interpersonal skills/customer relationship skills required
  • High level of mechanical/electrical aptitude
  • Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required
  • High level of personal integrity
  • Support and promote teamwork and cooperative effort
  • Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call

PREFERRED QUALIFICATIONS:
  • Associates Degree preferred
  • Previous experience in NCR or similar equipment is a plus.
Location: Harrisonburg, VA

Compensation: $22.00 - $24.00 per hour on W2.

Benefits:
At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:
• Four options of medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• ccident Insurance
• Other Employee Perks

About LanceSoft
LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch

Equal Opportunity Statement:
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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