Service Engineer

Role Overview

The Service Engineer will foster strong relationships with customers, maintaining open communication at the local level to identify and address their needs proactively. This role involves adhering to Service Level Agreements (SLAs), appropriately escalating issues as per protocol, and effectively representing CMS Info Systems Limited to uphold its reputation.

Key Responsibilities

• Establish and maintain effective relationships with customers to address all voiced or observed concerns.
• Fulfill SLA requirements and manage escalation procedures when necessary.
• Install, configure, and modify hardware components including first-line maintenance and multi-vendor preventive maintenance.
• Diagnose issues, perform minor repairs, and replace hardware components at the module level as needed.
• Maintain strict adherence to security protocols when operating inside ATM lobbies, bank premises, or financial institutions.
• Take responsibility for all CMS assets like tools, pendrives, software, and documentation used during service delivery.
• Ensure ownership and proper handling of company assets and spare parts.
• Provide accurate, timely reporting of calls, activities, and status updates through the mobility application.
• Create and submit documentation on a monthly basis as required.

Additional Information

This position requires significant interaction with banking environments, demanding compliance with security standards and procedures.