About the Role
We are seeking a Customer Engineer to install, maintain, and repair customer equipment while ensuring operational continuity and high levels of customer satisfaction. The role provides field-based technical support for financial, ATM, retail, and computing equipment and represents the company professionally at customer sites.
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Position Summary
The Customer Engineer owns customer incidents through resolution or appropriate escalation in accordance with agreed service-level requirements. The role performs preventative maintenance, diagnostics, minor repairs, component replacement, equipment installation, and related reporting. This position requires strong technical aptitude, customer relationship skills, flexibility, and the ability to work independently under pressure. Work may involve rotating shifts, on-call coverage, travel, and physical activity such as carrying equipment and working in varied positions for extended periods.
Key Areas of Responsibility
- Installing, maintaining, and repairing assigned equipment to support continuous customer operations and satisfaction
- Owning customer problems and incidents through resolution or appropriate escalation in line with agreed service-level requirements
- Servicing low-complexity financial and ATM products and completing minor repairs or module-level component replacements
- Supporting PCs, workstations, peripherals, printers, retail point-of-sale systems, ATMs, kiosks, and proof encoders
- Performing second-line maintenance on ATMs and kiosks
- Assisting with site preparation, cable installation, equipment staging, minor testing, modular swaps, and unit replacements
- Responding to customer concerns by resolving issues or escalating them to the appropriate technical or management resource
- Building effective customer relationships and maintaining informal communication channels with customer contacts
- Representing the company in a professional manner that supports its reputation and customer relationships
- Performing scheduled preventative maintenance, diagnostics, minor repairs, and component replacements
- Following required security procedures when working on ATMs or within financial institutions
- Safeguarding company assets, including tools, software, vehicles, documentation, and intellectual property
- Maintaining appropriate spare-parts inventory and accurate parts records
- Reporting service calls, activities, expenses, and customer asset information accurately and promptly
- Capturing information required to support invoicing and billing activities
- Managing daily assignments through call-by-call dispatching or automated scheduling reports
- Working with call-center personnel through mobile tools to restore equipment and coordinating with security escorts when required
- Meeting assigned productivity and service-performance measures
Basic Qualifications
- Technical education in Electronics, Communications Engineering, Computer Engineering, Electrical Engineering, or a related discipline
- 0 to 1 year of related technical service experience
- Retail point-of-sale maintenance or installation experience; strong desktop hardware experience may be considered
- Experience maintaining and supporting PC hardware
- A+ certification
- Working knowledge of Microsoft Office and Windows operating systems
- Hands-on experience with desktops, servers, peripherals, routers, networks, switches, and hubs
- Strong mechanical and electrical aptitude
- Excellent interpersonal and customer relationship skills
- Ability to work with minimal supervision, solve problems, learn quickly, perform under pressure, meet deadlines, and deliver high-quality work
- High personal integrity and commitment to teamwork and cooperation
- Ability to work flexible schedules, including nights, weekends, overtime, rotating shifts, and on-call coverage
- Ability to travel for extended periods when required
- Ability to lift or carry tools and parts of varying weights
- Ability to bend, squat, walk, stand, or sit for prolonged periods as required
Preferred Qualifications
- Associate degree in a relevant technical field
- Previous experience supporting the company or similar equipment
- CCNA certification
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
This company is an equal-opportunity employer. It is the company's policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
