Field Service Technician - Washington, DC at NCR Voyix · District…

Summary: NCR Voyix Corporation is a global leader in unified commerce for shopping and dining, headquartered in Atlanta, Georgia. They are seeking a Field Service Technician to perform installation, maintenance, and repairs on equipment, ensuring high levels of customer satisfaction and continuity of operations. Responsibilities: - 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 Required 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 Required Skills: PC Hardware Maintenance, Windows OS, Microsoft Office, Mechanical Aptitude, Electrical Aptitude, Computer Hardware Maintenance, Network Equipment Maintenance, Router Maintenance, Switch Maintenance, Hub Maintenance, EPOS Maintenance, Customer Relationship Skills Benefits: Medical Insurance, Dental Insurance, Life Insurance, Vision Insurance, Short/Long Term Disability, Paid Vacation, 401k