Service Coordinator

3 weeks ago

Mumbai, Maharashtra, India NCR Corporation Full time

About NCR Corporation

NCR Corporation is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. Our company is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe.

For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, we transform the stores, restaurants, and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants, and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Job Summary

The Service Coordinator is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The Service Coordinator is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

Key Responsibilities

  • Accept ownership of work orders routed to CALL MANAGEMENT
  • Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our 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 to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time
  • Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
  • Performing predefined start and end of day processes within the CALL MANAGEMENT
  • Recording any requested information for customer complaints referred by any outside source and managing escalations as defined
  • Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory
  • Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory
  • Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers
  • Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload
  • Ensuring the correct and timely closure and completion of all work orders
  • At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available
  • Provide parts management/coordination (working with Logistics for SLA'S) as assigned
  • Follow Global Call Management tools, process, and procedures as documented and posted in GP&S

Work Environment

The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations. The position involves prolonged periods of PC and telephone usage. The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders. The Service Coordinator works in a team environment and interacts with multiple internal customers.

Education and Background

Graduate in any discipline with two to three years experience in the area of Coordination / customer Service and Support preferred. Basic PC literacy. Keyboard proficiency. Understanding of geographical areas and ability to utilize mapping tools for assigning work orders. Understanding of Windows-based applications/tools. Relationship building skills. Excellent communication skills, verbal and written as well as listening skills.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

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