Customer Engineer Supervisor 客服工程师主管
安迅（北京）金融设备系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机硬件 计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2013-10-17
- 工作地点：宁波
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：大专
- 语言要求：英语良好
- 职位类别：售前/售后技术支持主管
职位描述
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
? Position required to service retail and financial hardware, performs software reloads and part replacement across designate territory; Position is the owner of customer incidents as assigned
? Provides support for Tier III products including networks and software, high complexity networking & communication equipment, network & systems management.
? Make repairs and replace components on equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and self service checkouts; Assist in site preparation--including installation of cable, staging of equipment, and testing of equipment
? May also perform required modular swaps and unit replacements or perform preventative maintenance services; Recommends preventative maintenance; Performs customer training
? 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; Responsible for ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)
? Responsible for all NCR 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
? Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation; Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
? Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office)
? Provide assistance to the CE Supervisor / FSM in daily leading and coaching support of employees within a Territory in order to meet the daily operations parameter & customer Service Level Agreements (SLA); Aid the CE Supervisor in providing performance feedback on employees, strengthening teamwork culture, and fostering open and effective communications
BASIC QUALIFICATIONS:
Formal vocational and/or technical training/certification
3-5 years of related experience
A+ Certification
PREFERRED QUALIFICATIONS:
Associate’s Degree preferred
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
? Position required to service retail and financial hardware, performs software reloads and part replacement across designate territory; Position is the owner of customer incidents as assigned
? Provides support for Tier III products including networks and software, high complexity networking & communication equipment, network & systems management.
? Make repairs and replace components on equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and self service checkouts; Assist in site preparation--including installation of cable, staging of equipment, and testing of equipment
? May also perform required modular swaps and unit replacements or perform preventative maintenance services; Recommends preventative maintenance; Performs customer training
? 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; Responsible for ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of the agreed upon Service Level Agreement (SLA)
? Responsible for all NCR 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
? Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation; Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
? Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office)
? Provide assistance to the CE Supervisor / FSM in daily leading and coaching support of employees within a Territory in order to meet the daily operations parameter & customer Service Level Agreements (SLA); Aid the CE Supervisor in providing performance feedback on employees, strengthening teamwork culture, and fostering open and effective communications
BASIC QUALIFICATIONS:
Formal vocational and/or technical training/certification
3-5 years of related experience
A+ Certification
PREFERRED QUALIFICATIONS:
Associate’s Degree preferred
公司介绍
NCR 公司（纽约证券交易所股票代码为NCR）位列世界财富500 强，成立于1884 年，总部位于美国乔治亚州的德卢斯市，全球员工 22,000 人，是一家全球性技术公司，是全球自动柜员机、自助结帐系统以及其他自助和辅助服务解决方案的领导厂商，在100 多个国家和地区有1100 多个分公司，拥有30 多个研究开发中心和5 个生产基地，中国的北京工厂、匈牙利的布达佩斯工厂和印度的本地治里（Pondicherry）工厂, 美国佐治亚州哥伦布市工厂以及巴西玛瑙斯市工厂。年营业额50 亿美元，业务遍及世界 100 多个国家和地区。
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
联系方式
- 公司地址：上班地址：淮海中路398号博银大厦