Ingeniero de Atención al Cliente – Caguas

About the role

The Customer Service Engineer will ensure the operational continuity of NCR Voyix equipment for clients in the assigned territory. The role involves installing, maintaining, and repairing hardware while delivering high levels of customer satisfaction.

Key responsibilities

• Manage the full incident lifecycle, meeting SLA commitments.
• Diagnose, repair, and replace components on POS systems, self‑service kiosks, servers, portable terminals and related peripherals.
• Install new equipment or perform upgrades according to the Statement of Work.
• Prepare sites for installation, including cabling, testing and adjustments.
• Comply with training and certification requirements, including work at height and use of portable electric tools.
• Address customer concerns, escalating when necessary, and maintain effective communication channels.
• Perform preventive maintenance, periodic diagnostics and repairs.
• Maintain accurate inventories, asset records and generate timely service reports.
• Follow shift patterns, including weekends and night shifts, to meet client needs.
• Achieve defined KPIs while prioritising safety, quality and operational efficiency.

Required profile

• Valid driver’s license with no infractions.
• Completed secondary education or equivalent experience.
• Basic computer knowledge (Windows and Microsoft Office).
• Experience in PC hardware maintenance and support.
• Ability to work with minimal supervision, solve problems quickly and meet deadlines.

Required skills

• Windows operating system
• Microsoft Office suite
• PC hardware maintenance
• POS system hardware
• Self‑service kiosk equipment
• Server hardware
• Portable terminal devices