Title: Senior Engineer

Location: Germany, virtual
Grade: 8

Position summary:
 

Field Based, Position will be a player-coach to NCR Voyix Field Technicians or 3rd Party Technician’s; Support will include problem identification, answer incoming support phone calls from field technicians, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans, both on-site support and remote support to Field Technicians.  Will be required to run Service Requests either for problem resolution or at times of high demand.

Responsibilities:

Field Training/Mentoring responsibility; develop and deliver technicians training/mentoring as required and agreed with your manger and Global Technical Support.Utilize Knowledge Systems provided by NCR Voyix as appropriate to find solutions to known problems; Responsible for ensuring that solutions provided are successful.When no known solution can be identified, responsible for the escalation of issues to Global Technical Support; Position retains ownership of all escalated problems/issues through to resolution except when this responsibly has been taken by Global Technical Support and are responsible for ensuring that NCR Voyix Management is informed if resolution to a problem will take longer than contractual agreements requireWith the wide array of sources, the position may involve support for multiple product lines across different industries, including Retail and Restaurants.Position may involve being the technical lead for on-site installations, upgrades or other deployment projects. Involving NCR Voyix or 3rd party contractors.Reporting and analysis of key KPIs as defined by your manager.You may be required to enter a on call support Rota to support the whole field.You may be required to cover your managers responsibilities from time to time.

Qualifications:

Experience in NCR Voyix or similar company in Field Service Delivery roleAbility to effectively communicate to internal and external customers at all levels while protecting the company's positionGood problem-solving skillsAdapts communications to the intended audienceListens to understand and fosters open communicationsGood Mentoring SkillsConveys a sense of urgency and drives issues to closureExcellent IT skillsAbility to gather, organize and present information in a focused and concise manner
 

Requirements of the Role:

Must be licensed to operate a motor vehicle in your jurisdiction, and agree to periodic and controlled review of telematics (GPS) data for risk analysis of driving behavior while conducting company business in a company provided vehicle (as applicable)