Service Coord Except Spec

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX 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, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

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.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Description

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.

Event Management Overview

WHAT

Implementation of new model and new role of Exception Manager, within Control Tower to drive all non part exceptions

Additional role that provides additional escalation path for the SCs

Enhanced responsibility for Logistics Coordinators to address complex order taking and drive parts exception issues

Clearer definitions and expectations for CE and TM roles

**BENEFITS**:
Allow the SC & CE to focus on the task at hand

Help the SC & CE to remain productive and focus on call management and closure

Provide dedicated resources to focus on exceptions

Logistics Coordinator manages all complex parts issues

WHERE

This model will be deployed globally to areas where Control Tower, Logistics and NCR field is implemented (Columbia, Winnipeg, Euro Central, Kuala Lumpur, CLA and Mumbai)

The scope of the Event Management initiative is a Global initiative and will include the Level B & C country Control Tower Centers. These centers are Columbia, Winnipeg, Euro Central, AP / KL FSC and Mumbai. The initiative will define, quantify and deploy all processes, tools and staffing for the new role of “Exception Manager” at FSCs worldwide while updating existing roles for SC, LC, CE and TM. We will also develop audit processes and test the results of the deployment within for the first 60 days of each center.

The new “Exception Manager” role will own and drive conclusion for work order “exceptions” raised by the FSC Service Coordinator, Logistic Coordinator or Customer Service Field Management. This person will ensure that the current NCR Worldwide Customer Services’ Business Processes are followed relating to a Service work order incident.

What Kind of Exceptions will EM handle?

Reactive Exceptions

CE resources too low

SC requires assistance w/call management

Disagreement/disconnect between SC & CE

Inaccurate/untimely reporting

Customer initiated escalations

CE whereabouts unknown

CE on site too long

Triple trip

Parts on order but work order not suspended

4 or more parts ordered on same work order

Order received for low/no usage part

Part available for CE pickup but CE refuses

Proactive Exceptions

Critical SLA miss

LOCA limit exceeded

Excessive reassigns on a work order

Call scheduling prioritization

All parts delivered for greater than 24 hour

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR ha