Customer Service Engineer

As a Customer Service Engineer, will be part of services support team and to be passionate for providing exceptional customer service contributes to our high level of customer satisfaction. Acting as a first line response to customers on-site in the assigned territory and communicate in an open, helpful, and engaging manner with his focus being finding the right solution with each customer.

• 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 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 other Products.
• 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.
• 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 company 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 companies 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.
• 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.

2. 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, CompTIA, 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.