Rahul Soman

Customer Engineer @NCR Voyix

Ipswich, GB

As a Customer Engineer, I provide technical support and field services across a wide range of customer environments, focusing on issue resolution, equipment maintenance, and system installations. I ensure operational efficiency and high customer satisfaction through proactive communication and effective troubleshooting.I take ownership of customer incidents, ensuring timely diagnosis, troubleshooting, and resolution in line with SLAs. I collaborate with internal teams for escalations and document incidents to streamline problem resolution. I manage incoming service tickets and customer calls, offering first-line support and remote diagnostics for hardware, software, and connectivity issues.I perform routine and corrective maintenance on financial equipment, self-service checkout systems, network printers, and related hardware, adhering to strict safety protocols. I support site preparation, installation, and configuration of new equipment, ensuring minimal disruption to customer operations. I assist with equipment upgrades and hardware refresh projects to maintain system efficiency.I act as the primary technical contact during site visits, building strong customer relationships and representing the company’s values. I also manage inventory and ensure timely updates to the system for part replacements and returns. I provide flexible mobile technical support across multiple customer locations, prioritizing tasks and managing resources efficiently.Lastly, I ensure timely submission of service reports, travel logs, expense claims, and compliance documentation while adhering to company policies, industry regulations, and data protection standards.