Field Support Engineer

CMS Info Systems Limited

Summary:

The customer Support Engineer will visit the site, diagnose the problem, accordingly will make minor repair or replace unit or spares on the machine like ATMs, Recycler, Kiosks, Remote Monitoring system. He will do the Preventive Maintainance service. The Customer Support Engineer responds to all customer query by resolving them or communicating to the respective team member. He will have ownership of the customer problems or incidents until the situation has been resolved to the customers satisfaction and/or within the parameters of

Key Responsibilities:

1. Build working relationships with customers and develop informal communication channels with customer account at the local level. Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.

2. Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.

3. Represents CMS in a manner that reflects positively on the image and reputation of the company.

4. Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance, performs periodic preventative maintenance on assigned products.

5. Diagnoses problems, fix the issue with the minor repairs, and replaces components (at the module level).

6. Follows the security procedures while working inside the ATM lobby or within financial institutions or within bank premises

7. Responsible for all CMS assets that will be used in the delivery of customer services (Pendrive, tools, software, documentation), or as assigned by management

8. Ownership of the company assets and spares

9. Responsible for accurate and prompt reporting of calls and activity, as well as other reporting on real time basis

10. Responsible for real time updation in the mobility application

12. Responsible for the documentation creation and submission in the timely basis

Experience : 0 - 5 Years

No. of Openings : 7

Education : Diploma, Any Bachelor Degree, B.Tech/B.E

Role : Field Support Engineer

Industry Type : Engineering / Cement / Metals

Gender : Male

Job Country : India