Technical Trainer – ATM & Field Services

NCR Atleos•Fort Worth, TX

6d•Hybrid

About The Position

As a Technical Support Specialist / Learning Instructor, you are considered a subject matter expert in NCR Atleos ATM products and act as an advanced level remote support analyst and technical learning instructor. You are part of our support services and learning delivery teams, and your passion for providing exceptional customer service, technical guidance, and effective instruction contributes to our world-class high level of customer satisfaction and associate readiness. Acting as second line support to NCR Atleos Field Service Technicians and as an instructor for assigned technical learning programs, you will communicate in an open, helpful, and engaging manner with your focus being finding the right solution for each Field Service Technician, learner, and customer. You connect with Field Service Technicians to address questions and resolve various problems, including uncommon or complex issues, knowing when and who to turn to for additional support. You also facilitate classroom, lab, virtual instructor-led, and online learning experiences that enhance technical capability and improve the overall effectiveness of the business unit/organization. You will have a proactive approach and may handle problems before they start by identifying knowledge gaps, improving course content, creating knowledge articles, and feeding live field learning back into training materials and knowledge systems. No matter the situation, your formal training, technical expertise, available knowledge repositories, and adult learning techniques will allow you to provide Field Service Technicians and learners what they need when they need it. Additionally, you will always be on the lookout for preventative measures you can take, escalate issues appropriately, contribute to continuous improvement, and serve as an ambassador for the NCR Atleos brand. Your goal is to keep our Field Service Technicians, learners, and customers completely assured and satisfied through your technical expertise, instructional capability, consistent communication, and commitment to quality support and effective learning delivery.

Requirements

High School Diploma.
Prior work experience in a Customer Support or Technical Support role is required, with experience supporting customers in the Financial sector and/or Retail and Hospitality sector being a must where applicable.
3–5 years of experience working with, supporting, troubleshooting, or servicing technical equipment, heavy machinery, ATMs, retail technology, networking hardware, or similar technical environments; or an Associate Degree in a technical field or in education.
Experience servicing NCR Atleos supported equipment or equivalent technical platforms is required where applicable.
Must be authorized to work in the country where position is posted.
Must be a local candidate for in-country teams.
PC proficiency.
Proficiency with Windows-based applications/tools and MS Office products.
Good English communication skills and telephony etiquette; other languages may be required for certain teams.
Excellent verbal and written communication skills.
Strong demonstrated public speaking, facilitation, or presentation skills.
Ability to listen and communicate effectively in a professional environment.
Analytical and problem-solving skills.
Strong team player with the ability to work collaboratively in a matrix-managed organization.
Ability to explain technical concepts in clear and understandable terms to Field Service Technicians, learners, and other stakeholders.
Ability to work in an office environment either full time or on a hybrid work model where applicable.
Ability to work collaboratively in a lab environment and support onsite/lab-based technical learning and troubleshooting activities.
Willingness and ability to work flexible schedules, including shift hours, nights, weekends, and overtime as required by business need.
Must have the ability to carry and lift tool kits, training equipment, or parts of varying weights up to 50 lbs. where applicable.
Must be available to work in other training locations as needed, where applicable.
Must have a valid driver's license where required for in-country teams or travel-related responsibilities.

Nice To Haves

Bachelor's Degree in Education, IT, Engineering, or a related technical discipline.
Knowledge of Electrical Engineering.
Advanced understanding of Networking Technology.
Previous experience as a field-based Field Service Technician.
Previous experience in a Learning, Education, Technical Training, or Instructor role.
2–3 years teaching adult learners technical topics, including hands-on mechanical, hardware, electrical, or networking modules.
Knowledge of NCR Atleos products, services, tools, and processes.
Experience servicing ATMs, PCs, servers, networking hardware, or related customer service technology.
Experience with course ownership, course maintenance, instructor-led training, virtual instructor-led training, and learning center operations.
Proven ability to work independently, juggle multiple projects, and adapt to frequent change.
Ability to build rapport with internal and external customers.
Ability to self-manage while maintaining accountability for support quality, learning delivery, and operational readiness.
Ability to manage and maintain a training center or lab environment in a manner that is conducive to learning.
Proven ability to learn quickly and translate field experience into training materials, knowledge articles, and performance support content.

Responsibilities

Provide support to Field Service Engineers who will generally be onsite at a customer location and requiring technical assistance, including problem identification, analysis, diagnosis, and resolution.
Utilize Knowledge Systems provided by NCR Atleos and other vendors as appropriate to identify solutions to known problems.
Ensure that solutions provided are successful, ensuring first time and long-term resolution of the problem.
Escalate problems/issues to other support groups where deeper level skilled personnel are available if no known solution can be identified, retaining ownership through to resolution.
Inform NCR Atleos Management if resolution to a problem will take longer than contractual requirements require.
Provide input to the Knowledge Systems and create and publish knowledge articles when required.
Coordinate with peers, Management, Learning teams, and other support groups in providing part numbers, technical details, field learning, and product/process information to Field Service Technicians and learners.
Act as a second line escalation point for junior colleagues and provide coaching, mentoring, and technical guidance where required.
Facilitate course delivery using classroom, lab, VILT (virtual instructor-led training), online, and other approved methods of instruction.
Execute course delivery according to the published training schedule.
Maintain classroom facilities, training center, lab environment, training equipment, and learning materials necessary for the class.
Work collaboratively with and around other team members in a Lab environment.
Support course development by providing subject matter expertise for assigned products, technical procedures, and service processes.
Perform course maintenance and identify required updates to course content using existing knowledge, field feedback, service trends, and analytical skills.
Use a variety of delivery techniques, leveraging formal and informal delivery tools such as virtual classrooms, web conferencing, discussion forums, blogs, wikis, job aids, and short-form instructional videos where applicable.
Serve as course owner for assigned instructor-led training courses.
Develop or support performance support materials, including job aids, technical tips, procedural guides, and YouTube-style videos where applicable.
Mentor new instructors and support knowledge transfer across technical support and learning teams.
Manage day-to-day operations of the learning center where assigned, including keeping it clean, organized, and ready to support the best learning environment possible.
Use continuous improvement processes and tools to improve Services Learning and Technical Support processes and increase the value-add provided to our customers.
Deliver quality support and enhanced results meeting established KPI and Customer SLA requirements.
Provide onsite and lab support for equipment as required.
Perform other corresponding duties and tasks in accordance with your qualifications, as directed by Employer.