Flexforce - Customer Engineer II
Abacus Service Corporation
OTTAWA, ON
5d ago

Description / Comment :

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 Client 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 Hours : 8 : 00am to 5 : 00pm Location : OTTAWA -

    ON 70 BENTLEY AVE UNITS B06 & O206 OTTAWA ON K2E 6T8 Canada Education : Additional Job Details : Plan to Hire? Yes

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