Senior Engineer - Germany

<p><b>Title: </b>Senior Field Engineer</p><p><b>Location: </b>Germany, virtual<br/><b>Grade: </b>8</p><p><br/><b>Position summary: </b><br/> </p><ul><li>Field Based, Position will be a player-coach to NCR Voyix Field Technicians or 3rd Party Technician’s; Support will include problem identification, answer incoming support phone calls from field technicians, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans, both on-site support and remote support to Field Technicians.  Will be required to run Service Requests either for problem resolution or at times of high demand.</li></ul><p></p><p><b>Responsibilities:</b></p><p></p><ul><li>Field Training/Mentoring responsibility; develop and deliver technicians training/mentoring as required and agreed with your manger and Global Technical Support.</li><li>Utilize Knowledge Systems provided by NCR Voyix as appropriate to find solutions to known problems; Responsible for ensuring that solutions provided are successful.</li><li>When no known solution can be identified, responsible for the escalation of issues to Global Technical Support; Position retains ownership of all escalated problems/issues through to resolution except when this responsibly has been taken by Global Technical Support and are responsible for ensuring that NCR Voyix Management is informed if resolution to a problem will take longer than contractual agreements require</li><li>With the wide array of sources, the position may involve support for multiple product lines across different industries, including Retail and Restaurants.</li><li>Position may involve being the technical lead for on-site installations, upgrades or other deployment projects. Involving NCR Voyix or 3rd party contractors.</li><li>Reporting and analysis of key KPIs as defined by your manager.</li><li>You may be required to enter a on call support Rota to support the whole field.</li><li>You may be required to cover your managers responsibilities from time to time.</li></ul><p></p><p><b>Qualifications:</b></p><ul><li>Experience in NCR Voyix or similar company in Field Service Delivery role</li><li>Ability to effectively communicate to internal and external customers at all levels while protecting the company's position</li><li>Good problem-solving skills</li><li>Adapts communications to the intended audience</li><li>Listens to understand and fosters open communications</li><li>Good Mentoring Skills</li><li>Conveys a sense of urgency and drives issues to closure</li><li>Excellent IT skills</li><li>Ability to gather, organize and present information in a focused and concise manner<br/> </li></ul><p><b>Requirements of the Role:</b></p><ul><li>Must be licensed to operate a motor vehicle in your jurisdiction, and agree to periodic and controlled review of telematics (GPS) data for risk analysis of driving behavior while conducting company business in a company provided vehicle (as applicable)</li></ul><p></p><p></p>