Technical Field Support Coordinator

5 days ago

Mumbai, Maharashtra, India NCR Corporation Full time

At NCR Corporation, we're leading the digital transformation of consumer transactions. As a Technical Field Support Coordinator, you'll play a vital role in ensuring our customers receive exceptional service and support.

About NCR VOYIX

NCR VOYIX is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. With over 140 years of experience, we've established ourselves as the global leader in consumer transaction technologies. Our cloud-based, platform-led SaaS and services capabilities enable us to transform stores, restaurants, and digital banking experiences.

We partner with the world's leading retailers, restaurants, and financial institutions to create exceptional consumer experiences. Our expertise, R&D capabilities, and unique platform empower our customers to succeed in today's competitive landscape.

Position Title: Service Coordinator Location: Mumbai

The Call Management Service Coordinator (SC) is responsible for proactively planning all incoming work order allocations within a specific geographic territory or customer responsibility. This role ensures that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of Customer Engineers (CEs) assigned to them or within a particular geographic region or territory. The SC plans, prioritizes, assigns, and monitors all open work orders for CEs. Higher-level SCs may be required to perform escalation management activities, providing end-to-end tracking for both field and customer.

Main Responsibilities
  • Accept ownership of work orders routed to CALL MANAGEMENT
  • Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring prompt delivery of service to meet contractual terms and conditions
  • Monitoring and controlling all outstanding work orders within specific geographical areas as assigned, including resources and parts
  • Scheduling appointments with security escorts or third-party service providers as required
  • Identifying and escalating situations that may cause work orders to exceed contractual response or fix times
  • Working with other Service Coordinators when engineer movement across territory boundaries is necessary to fill skill or resource shortfalls
  • Performing predefined start and end-of-day processes within CALL MANAGEMENT
  • Recording information for customer complaints referred by outside sources and managing escalations as defined
  • Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling messages to be transmitted to CEs within the territory
  • Providing a central point of communication for engineers and handling incoming telephone messages requiring transmission to engineers within the territory

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