Education and Experience Requirements
Education
- Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
- Minimum of 6 years’ software related job experience (support/development)
Or
- High school education
- Minimum of 10 years software related job experience (support/development)
Advantageous
- Minimum 5 years’ experience within related LOB e.g. NCR Support, Engineering or PS Organisations
Key Areas of Responsibility
Offer input and gain knowledge as a subject matter expert on products, systems, and services
- Knowledgeable across the related LOB product range including all solution(s) currently released and supported
- Knowledgeable on assigned solution(s) to SME level and assists others with investigations
- Knowledgeable on 3rd party products used within customer solutions
- Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
- Prepare and deliver training on products and systems, as appropriate
- Prepare various technical documents on technologies, customer environments, products and systems
- Provide advice to engineering on new product designs
- Input and guidance to engineering on potential resolution of product defects
- Input and guidance to engineering on issues encountered during engineering field trial
- Design corrective action(s) to resolve product or system problems with no known solutions.
- Gather and analyze information, formulate and test hypothesis
- Identify, design, develop and validate solution
- Ability to research problems with no known solutions and design solutions for identified problems
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Ability to manage multiple issues of differing stages of investigation and priority without assistance.
- Work with product developers to assess and create product alterations and contribute to long term solutions
- Actively participate in making the team a success by achieving the team objectives
- Actively participate in making the team a success by achieving the team objectives
- Adherence to NCR Software Support SLA Guidelines
- Knowledge metrics and knowledge code compliance as per department objectives
- Proper usage of incident tracking tool (as per incident working guidelines)
- Productivity (as per cascaded objectives)
- Accurate and prompt time logging (direct and indirect)
- Work all incidents diligently to ensure customer satisfaction targets are achieved
- Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support SLA
- Ensure customers are kept updated with current status of investigation as per SLA guidelines
- Maintain ownership of incident at all times
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Customer escalation management with minimal assistance (Incidents identified as escalated by NCR Software Support Manager)
- Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
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Critical site management, including:
- Multiple critical or urgent complex issues
- Personal management of multiple issues for one customer
- High priority issues, either technically or politically
- Manage individual high priority issue affecting multiple customers
- Enhance organisation dynamics by building and maintaining internal and external relationships
- Mandatory compliance to NCR's Code of Conduct & Shared Values.
- Build relationships with people across a variety of functions within the organization.
- Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.
- Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).
- Appropriately involves others in decisions and plans that affect them.
- Record and communicate solution creation information in a timely manner
- Populate the knowledge base with product and in-depth technical information
- Ensure article is created & released for appropriate audience (external/internal)
- Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to centre level knowledge sharing requirements
- Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
- Provide direction for Software Support Engineers and other information providers creating articles to assure adherence to established standards
- Identify opportunities with the specific knowledge domain to improve the knowledge creation process
- Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
- Continuously develop and maintain pertinent technical knowledge and troubleshooting skills
- Assess personal skills and schedule training
- Utilize knowledge of customer to enhance capability to meet customer needs
- Develop technical knowledge on new emerging technologies based on relevant LOB
- Work with management team to ensure NCR Software Support ability to deliver high level of customer service
- Early adoption of new technologies
- Lead controlled deployments
- Managing all parties involved, producing reports and agreeing supportability
- Occasionally work with LT on targeted special projects
- Proactively search for trends in product quality and system issues and initiate corrective action
- Perform a trend analysis using customer profiles and/or incident data to identify “preventative notification” opportunities
- Work with product development/solutions managers to improve product design quality
- Identify and where appropriate develop utilities/tools to assist with product support and/or customer support
- Participate as requested as a Continuous Improvement Team Member
- Identify processes, products and services areas of improvements and team with other engineers to improve the process consistent with the NCR improvement approach
Additional Job Description
Soft Skills
- Excellent German and English language skills
- Communication skills both written and verbal
- Excellent team player
- Ability to work effectively in a team environment composed of peers and cross-functional members
- Proactive and positive attitude
- Decision making
- Problem solving and problem management skills
- Ability to prioritize in a fast-paced environment
- Interpersonal skills
- Attention to detail
- Ability to be focussed and a self-starter
- Have a strong desire for quality
- Sense of urgency
- Ability to multi-task
- Tact & diplomacy
- Excited by the challenge of the unknown
- Analytical Skills
- Ability to work flexible working hours
- Willingness to travel if required
