POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY
Installation, maintenance, and repairs on equipment within an assigned territory to assure continuity of customer operations and high levels of customer satisfaction.
May be requested to work outside of assigned area as determined by projects, to cover for colleagues, and at times of demand peaks.
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 (SLA).
Diagnose, repair, and replace components on any equipment supported by NCR Voyix including but not limited to Point of Sale, Self-service checkout, servers and other back office equipment, hand held terminals and associated peripherals.
Installation of new, or to upgrade existing equipment, in line with the Statement of Work (SOW).
Assisting in site preparation, including installation of cable, staging of equipment, and testing of equipment; may also perform required modular swaps and unit replacements.
Subject to required training and certification which may be required to work at height e.g., ladders, MEWP, and or use handheld power tools
Field Service Technician 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 NCR Voyix in a manner that reflects positively on the image and reputation of the company.
Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes repairs, and replaces components or modules.
Responsible for all NCR Voyix 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
Maintain an appropriate parts inventory as well as parts record keeping.
Accurate and prompt reporting of calls and activity, as well as other reporting as required; Tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
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 to meet SLA
May require prolonged travel, carrying and lifting parts of varying weights (up to 50 lbs. or 25 kg); May require bending/squatting, walking/standing/sitting for prolonged periods;
Participate in the Shift Pattern for the operating area – this may include weekend and evening working as determined by the Customer Coverage and SLA requirements.
May be asked to participate in a night shift where 24 x 7 customer support is needed, additional allowance may payable, as per country guidelines; May include occasional Night working to support deployment projects
Work to achieve the Key Performance Indicators established on a routine basis in order to ensure high levels of customer satisfaction, superior quality outcomes, awareness and maintenance of cost and safe operations as highest priority.
BASIC QUALIFICATIONS
Clean Driving License required
High School Diploma or equivalent years of related experience
Basic Computer skills to include Windows OS navigation and basic familiarity with Microsoft Office suite
Experience in PC Hardware Maintenance and support. 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-calls.
PREFERRED QUALIFICATIONS
Associates degree / certifications in a Technology Field preferred.
Previous experience in NCR or similar equipment is a plus.
Recognised qualification within the Electronics or IT Domain preferred.
EPOS maintenance or install experience is preferred; Strong desktop hardware experience may be considered if EPOS experience is limited.
Offers of employment are conditional upon passage of screening criteria applicable to the job.