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Install Customer Engineer Representative II
Location : Illinois, Chicago
Refer job # GXAE336850

Job Responsibilities and Requirements: The Incumbent is responsible for the successful installation of NCR and/or 3rd party solutions for medium to large sized customers, including hardware, software and network implementations, while ensuring high levels of customer satisfaction and quality. As Customer Engineer Representative II, successfully complete all implementation activities assigned with assistance from other team members in a moderately complex environment. Complexity is defined by project scope requirements (# of lanes, devices or terminals), integration of hardware components and level of risk.Primary responsibility is deployment of hardware installation solution in Restaurant and Fast Food environment.Responsible for leading installation activity at customer locations to ensure timely and high quality solution; responsible for guiding and directing on-site installation resources.Verify site environment meets the requirements during installation or deployment. Installation of customer POS solution per the installation plan, certify that the configuration or setup of the product meets customer's requirements.Secondary responsibility may include preventative maintenance services or hardware repairs on equipment within an assigned territory and/or outside of local servicing area.Position may include hardware maintenance services, network management, multi-vendor maintenance and software integration support. This role may include site preparation, equipment staging, software configuration, and conversion of hardware solution.Responsible for ownership of customer issues/requests that are voiced or observed and acts appropriately; may provide support to Associate Customer Engineer, Account Team Representative and/or Service Technician when necessary. Provide continuity of customer operations and high level customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with account and project team. Works as a member of extended Account Team and other internal organizations. May conduct end-user training and hardware orientation at the customers site. May assist in developing documentation related to configuration and/or installation manuals. Position may be required to coordinate activities across multi-functional teams, including IT, Operations, Sales Support, Customer Support and Help Desk Support. Understand and perform various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate per established procedures. Represent in a manner that reflects positively on the image and reputation of the company. Ensure customer satisfaction by maintaining a proactive approach with internal teams and customers. Analyze and correct technical problems on equipment within assigned customer accounts; May perform periodic preventive maintenance routines on products and installs modifications to equipment; Perform maintenance repair as a matter of routine; May also perform required modular swaps and unit replacements or perform preventative maintenance services. Respond to a customer call, which will include problem identification, escalation and resolution of operating system software problems; Responsible for keeping customer informed during the problem resolution process; Perform service verification and customer satisfaction surveys relating to the situation. Responsible for prompt completion and accuracy of all administrative functions, including assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases. May be dispatched daily on a call-by-call basis or establish his/her own daily schedule based on automated reports; Conducts work at customer site(s), local NCR offices, or in a virtual environment. Responsible for reviewing future schedule and planning his/her travel (airfare - if required, hotel, and rental car) schedule accordingly and within NCR Travel Policy. 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 BASIC QUALIFICATIONS: Technical Certification or equivalent experience. 1-3 years of Retail Hospitality experience desired in restaurant/fast food Industry. A Certification, Basic PC Troubleshooting and/ or Electronic Technology Skills. Experience with Microsoft Operating Systems and Associated Office Suite Components (Office365, Excel, Word and PowerPoint). Hardware and operating system knowledge on assigned products (includes Server Controller and software configuration setup). Experience with Database Management Systems (SQL interfaces, Quickbase, Web-based application). General Knowledge of Electrical and Network Components (Cat5e Ethernet LAN, SNA, Routers, Switches, Ports). Temporary Data/Electrical tasks and reconfiguration on-site may be required. Leadership Skills - Operates as on-site technical Lead for installation activities and requires coordination with customer s contractors (data/electrical, construction and store personnel, 3rd party resources, etc.). Must be able to carry tools/parts and ability to navigate equipment weighing up to 50 Lbs. or more. Bending, Squatting, Walking, Standing and/or Sitting for Prolonged Periods of Time is required. Excellent Communication Skills with ability to interact professionally with customers, vendors and internal NCR Teams. Must be proactive, have organizational and time management skills to keep installation solution on track. Over-night and Rotating Shifts with Travel may be required. PREFERRED QUALIFICATIONS: Associates Degree preferred in IT Services or Related Field. Previous Experience with NCR Point-of-Sale (POS) and Back Office Servers desired. Knowledge and Experience with Data Cabling, Network Switches/Routers and Data Connectivity. Experience in Retail Hospitality and Fast Food Restaurants environment highly desired. Prior Experience with Software Integration/Configuration. Experience with Customer Support/End-Users, Troubleshooting, Analysis and/or Resolution.



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