Ingeniero de Atención al Cliente – Hatillo, Puerto Rico

About the role

The Customer Service Engineer will ensure the installation, maintenance, and repair of NCR Voyix equipment across an assigned territory, guaranteeing operational continuity and high customer satisfaction. The role may require travel outside the primary area to support projects, cover colleagues, or handle demand spikes.

Key responsibilities

• Manage incidents from start to resolution while meeting SLA commitments.
• Diagnose, repair, and replace components in POS systems, self‑service kiosks, servers, portable terminals, and related peripherals.
• Install new equipment or upgrade existing units according to the Statement of Work.
• Prepare sites for installation, including cabling, testing, and adjustments.
• Complete required training and certifications, which may involve 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.
• Manage assigned assets such as tools, software, vehicles, and documentation.
• Maintain accurate inventories and records of parts and activities.
• Generate timely reports on service calls, activities, and expenses.
• Capture detailed asset information for billing processes.
• Follow shift patterns, including weekends and night hours, as required.
• Achieve KPI targets while prioritizing safety, quality, and operational efficiency.

Required profile

• Valid driver’s license with a clean record.
• Completed secondary education or equivalent experience.
• Basic computer knowledge, including 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