Service Planner

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Key Areas of Responsibilities:

- Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory; Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions; May be required to perform escalation management activities which provide end to end tracking for both field and customer
- Responsible for 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; Gathers problem information and records data in desktop tools
- Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
- 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 CE’s within the territory; Scheduling customer installation activity
- Providing a central point of communication for engineers and handling any incoming telephone messages that may need 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
- 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 as assigned
- Work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
- Service Coordinator is accountable for continuously receiving and handling high volumes of work orders, working in a team environment and interacting with multiple internal customers
- Responds to unusual customer special requests
- May provide service to critical customer accounts or enhanced/ premium service accounts
- Provides direct remote resolution support
- Assesses the root cause of problems and informs customers on steps to resolve problems
- Coordinates engineer work assignments based on volume and availability; requires multiple resources in routinely complex assignments.
- Acts as team leader for Service Coordinators managing workflow and process issues.
- Handles planning and installation on critical customer accounts or enhanced / premium service accounts
- Applies diagnostic and troubleshooting scripts, protocols and related systems
- May develop resource planning and supervisory skills
- Develops and applies knowledge of:

- Call center procedures and troubleshooting protocols
- A small number of product domains or customer specialties
- Any other business-related requirement

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

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.