Customer Engineer / Buffer - Flexforce - Customer Engineer

Pay Rate : $19 - $21 / Hour

Role : Field Service Technician

This is a field support role

Schedule : 5 days a week including weekends and nights

Overview :

• 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 :

PREFERRED QUALIFICATIONS : Associate?s Degree preferred.

Any specific industry experience you are hoping this candidate to have? : computer skills, technical skills, and mechanical skills, also some networking skills

List 3 most important skills / qualifications you MUST see in your candidates? : flexible schedule, troubleshooting, mechanically adept