Automated Teller Machine (ATM) Support & Escalation Engineer

Dundee, Scotland, United Kingdom

10/9/2024

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Hardware Level3 Senior Support & Escalation Engineer

Location: Dundee

Salary levels GBP 45K to GBP 55K depending on skills and experience + Attractive bonus + Benefits

Position Summary & Key Areas Of Responsibility

The Hardware Level 3 Support & Escalation Engineer is the corner stone of the NCR "Customer Success" philosophy. Working closely with multiple internal departments and external vendors, this role requires:

• efficient deep-level technical investigation of issues reported on NCR Atleos banking hardware, by working with engineering and other NCR Atleos departments to ensure prompt resolution
• management of customer escalations by working closely with internal departments and external vendors to advocate for the customer by positioning & prioritizing actions to resolve major customer incidents in a timely manner through professional customer communication and expectation management.
  
  

Primary Responsibilities

• Deep-level Technical Investigation:
• Follow and expand upon Hardware Level 3 support processes.
• Provide deep-level technical support to investigate & resolve hardware-related issues globally reported by Level 2 support teams and partners.
• Characterize reported issues and raise & track resolution with the relevant engineering teams.
• Enhance customer service by dealing with all incidents professionally and adhering to Hardware Level 3 support guidelines.
• Maintain ownership of the customer’s support incident at all times.
• Ensure customers are kept updated with the current status of the investigation.
• Actively participate in making the team a success by achieving the team objectives.
• Reduce problem rediscovery by recording and communicating solution creation information in a timely manner.
• Identify and implement ideas, tools and processes that will assist with individual and team performance and improve customer satisfaction.
• Gain knowledge with the goal of becoming a subject matter expert in multiple areas.
• Share knowledge and provide training/guidance to other team members to ensure efficient investigations.
• Escalation Management / Customer Advocacy:
• Follow and expand upon escalation management processes.
• Lead and drive regular review meetings engaging with relevant departments across the company.
• Provide assistance within Engineering and throughout the company to drive issues to resolution with a high sense of urgency. Training will be provided on supported NCR hardware solutions.
• Take the lead in developing action plans, internal status updates and customer communication during critical incidents and escalations to return the customer to a “Business As Usual” state, whilst also identifying proactive measures to avoid same or similar issues occurring in future.
• Take the lead in developing and actioning plans to avoid customer escalations.
• Maintain frequent contact with senior executives within Engineering, Operations, Sales, Professional Services, Software Support, Hardware Support, Quality, Account Teams, external vendors and customers.
  

Desired Skills And Experience

• Superior interpersonal skills with the ability to confidently and effectively communicate with the reporting team, engineering and other teams within NCR, ranging from technical to non-technical key players.
• Motivated self-starter with a strong work ethic and ability to work effectively under pressure
• Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc.
• Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans.
• High sense of urgency and ability to deliver consistent results and world-class customer satisfaction.
• Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment.
• Highly attentive to detail in both written and oral communication.
• Ability to confidently present clear plans and findings to senior executives.
• Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol.
• Candidates must be technically competent in the solutions supported by the team with a deeply process- and detail-orientated mind-set where strong critical thinking skills are mandatory. Training will be provided on the supported hardware solutions.
• Create a passion for “Customer Success” in challenging cross-functional situations.
• Characterize customer issues, question available information, seek clarity, analyze data and take action based on findings to drive resolution for the customer.
  
  

Desirable Skills

• Strong experience in a direct customer-facing role managing critical incidents and escalations
• Experience in a technical support role, QA role, Services role or Engineering role
• ITIL experience
  
  

Basic Qualifications

• Batchelor’s Degree or equivalent experience
• 10+ years of related experience
  
  

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.