Customer Service Engineer

As a Customer Service Engineer, you will be part of the services support team and be passionate about providing exceptional customer service, contributing to our high level of customer satisfaction. Acting as a first line response to customers on-site in the assigned territory, you will communicate in an open, helpful, and engaging manner with a focus on finding the right solution for each customer. Responsibilities Installation, maintenance, and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. Ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and/or in compliance with agreed upon Service Level Agreements. 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 other products. Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; may also perform required modular swaps and unit replacements. Respond to all customer concerns or problems by resolving them or 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 accounts at the local level; represent the company in a manner that reflects positively on the image and reputation of the company. Perform periodic preventative maintenance on assigned products; diagnose problems, make minor repairs, and replace components (at the module level); follow appropriate security procedures when working with ATMs and/or within financial institutions. Be responsible for all company 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. Capture 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 your own daily schedule based on automated reports. Qualifications and Education Requirements Knowledge of systems architecture, database management systems, and network/system management. Familiarity with large servers, mainframe computers, and imaging software. A+ Certification, Comp TIA, N+ Certification, PC skills, basic electronic skills, and some specific hardware and operating system familiarity. Minimum of 3 years of experience in hardware installation and software implementation or a technology consulting environment. Working knowledge of Microsoft Office Suite, Windows 10/11, and Windows Server. Bachelor’s degree in a technical discipline or equivalent work experience. Demonstrate clear and concise verbal, written, and presentation skills. High energy, self-starter that pays attention to deadlines and takes ownership of assignments and client issues; banking field experience is a plus. #J-18808-Ljbffr