Software Support Engineer III [Switzerland]


 

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
  • 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.
  • 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


 

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