ATM Third Line Service Engineer

Apply by eMail:do_not_reply@invalidemail.com

Description:

 
 
Wincor Nixdorf is one of the world's leading suppliers of IT solutions to the retail and banking industries. The company's extensive portfolio, consisting of hardware products, software, consulting, maintenance and other services, is aimed at reducing the cost and complexity of business processes while improving customer service. Wincor Nixdorf is the world's third largest supplier of POS systems and automated teller machines and the number one supplier of POS systems in Europe (source: Clarendon Report, April 2005). With more than 8,000 employees and net sales of more than $3 billion last fiscal year (as of September 30, 2007) Wincor Nixdorf operates in over 90 countries with manufacturing plants in Germany, China and Singapore. Worldwide headquarters are in Paderborn, Germany and North American headquarters are in Austin, Texas. For more information, visit www.wincor-nixdorf.com/usa.
 
ATM Third Line Service Engineer
PPO-Health, Dental, Vision, and 401 k
 
SUMMARY
    The primary goal of Level 3 is to reduce call volume of service related incidents and increase customer satisfaction by providing training, documentation, and hardware related support of the Wincor Nixdorf Banking product line.
 
Essential Duties and Responsibilities
Includes the following (other duties may be assigned):
 
·        Provides phone and email support for SLM engineers and Service Partners in order to resolve issues in a timely manner.
 
·        Provides hardware training courses for SLM engineers and Service Partners on Banking products. Proctors certification exams on courses that offer certification.
 
·        Identifies the need for additional training of Wincor Nixdorf SLM engineers based upon repeated failures and incorrect resolutions.
 
·        Responsible for providing analysis of data and error logs to create clear resolution plans for under performing units.
 
·        Is proactive in creating service tickets to resolve problems before they become chronics on required accounts.
 
·        Investigates problems seen in the field and determines the root cause and course of action to resolve such instances.
 
·        Will be required to travel to customer sites to perform product upgrades as needed. Travel may also be required in order to resolve customer escalations on poor performing machines.
 
·        May be assigned to projects related to the service and support of banking products.
 
·        Responds to customer escalations quickly and determines course of action taken to resolve issues.
 
·        Ensures customer satisfaction in coordination with Area Managers during chronic machine issues by providing a resolution plan, monitoring the progress and closing the issue once corrective action is proved to be effective.
 
·        Proactively escalates customer issues that cannot be resolved, to the Level 3 Manager.
 
·        Responsible for timely and accurate completion of all service related documentation as defined by management or customer needs.
 
·        Always projects a positive attitude to Field Service Engineers, customers and other Wincor-Nixdorf employees.
 
·        Owns, supports and drives company initiatives.
 
·        Attends and presents at Customer locations when required.
 
·        Drives safely at all times and obeys all traffic laws and regulations.
 
·        Responsible for following the Policies relating to the integrity and security of company/ rental vehicle, tools, equipment, proprietary software and proper documentation.
 
·        Participate in formal and informal training programs to increase skill and expertise.
 
 
NECESSARY SKILLS/ATTRIBUTES - The ability to...

Apply by eMail:do_not_reply@invalidemail.com

Job Created: Tue Nov 03 2009 07:18:35 AM
Last Modified: Sat Nov 21 2009 07:26:36 AM