Meet Andrew

Andrew is a customer engineer on the Field Service Delivery team. Based in northern Brazil, his territory includes difficult-to-reach locations in the Amazon rainforest. Andrew has a strong sense of adventure and is motivated by the challenges he often faces serving customers in this remote area.   

“Always be prepared and keep learning—knowledge is something you should continually acquire.”

‍

What is your role at NCR Atleos?

I’ve been with the company for five years as a Customer Engineer. I’m based in northern Brazil, supporting major financial institutions and companies that use our T&T services.

What’s an average day like in your role?

I travel up to 300 miles to service ATMs or restore network connections for our customers. A lot of the time, these customers are in locations that are very difficult to reach. I often have to rent a 4x4 or charter a boat to get where I’m needed. Sometimes I even need to cross Indigenous Territories, which requires me to get special permissions.

Can you share an example of a challenging service call you’ve been on?

On a recent service call in a remote area, I had rented a 4x4 to navigate some unpaved roads. Along the way, an overturned truck blocked the road, so I improvised.

I am an avid bicyclist and happened to have my bike in the trunk. I rode my bike about two miles to a spot where I had planned to charter a boat. Someone there loaned me their motorcycle, and I made a few trips back and forth to get all my tools from the 4x4.

After an hour-long boat ride through the Amazon, I arrived at the customer location and was able to complete the service call. Then I did it all again on the return trip!

What’s the best part of your job?

Being on challenging service calls motivates me. I love tackling tough situations—especially when there’s a bit of adventure involved. But the best part is when the service request is closed, because that means I did my job and solved a problem for the customer.

What’s the most challenging part of your job?

Work-life balance. I am a father and a husband. Since I travel so much for work, it’s difficult to spend as much time as I would like to with my family.

What do you like most about working for NCR Atleos?

I love the people I work with. Although I work in the field, my managers are just a phone call away—I have full access to them when I need support or guidance. I enjoy working together as a team.

I also like that the company documents and follows clear processes. It’s nice to work in an environment that’s structured and organized.

What advice would you give to someone interested in becoming a customer engineer?

Always be prepared and keep learning—knowledge is something you should continually acquire. Seeking information will help you address any customer challenge you may encounter.

What do you like to do outside of work?

I am addicted to biking—I bike competitively and for exercise. I enjoy spending time with my family and I’m an active member of my church, where I teach Sunday school to children.

Thank you for talking with us, Andrew. Your Service First mindset and dedication to our customers is remarkable.

‍