Field Service Engineer - Los Angeles, CA

** Position:
** Field Service Engineer  
*
* Location:

** Los Angeles, CA
* 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.
* 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.
* 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.
* Medical Insurance
* Dental Insurance
* Life Insurance
* Vision Insurance
* Short/Long Term Disability
* Paid Vacation
* 401k
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