Installation Associate

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.

Job Title: - Installation Associate

Job Location: - Mumbai, Maharashtra.

Position Summary:
Coordinate certain aspects of the installation, de-installation and site survey requests associated with Global Accounts. This might include software and hardware (i.e., routers, modems, workstations, PCs, laptops, printers, etc.) for our customers or third-party customers. The main purpose is to ensure that the requested event is completed to the satisfaction of the customer. The key aim is to get the right engineers allocated to all customer requests and to provide the engineers and customers with the necessary information for the event to run smoothly.

Key Areas of Responsibilities:

- Accountabilities_

Please note that every account works slightly differently, and they do not all provide the same services. Not all of them provide quotes to the engineers or process the requests or manage the billing side.
- Quotes_

Provide the customer with a quote for a potential event, with the information provided by the customer about the project.
- Request processing_

After receipt of a request for a job from the customer, validate and process the request, create Service Request Form to request an engineer, and create an entry in the relevant tracker database/spreadsheet.
- Securing engineers_

Liaise with the schedulers in the countries where the events take place to ensure an engineer gets assigned to the jobs. Manage the availability issues, try to re-schedule events with the customers or escalate the issue to the relevant people within NCR.
- Confirming the event_

Before each event, make sure that the customer knows the details of the engineer who will attend the site. Make sure that the relevant documentation and contacts have been forwarded to the engineer.
- Pre-call to Engineers Before the visit_

Good Communication skills will be key here. Call tech 4 days/2 days/24hrs/2hrs according to the customer’s requirement and ensure FE is ready for the visit and has all the prerequisites to ensure the activity takes place smoothly and without any last-minute surprises.

In case the Engineer raises any concerns or issues, make sure to engage the Internal & External stakeholders and keep them updated on the same in real-time to ensure the activity runs smoothly.
- Closure / Pickup requests._

Get the closure details (time spent on site, travel time, number of trips, additional costs) from the engineer or the country scheduler. When equipment gets de-installed, arrange the collection of the equipment by courier service.
- Billing_

From the closure details, use a pricing matrix to calculate how much the customer should be billed for each event. Take part in billing reviews with the customer.

Mandatory skills / Experience
- Will need to be highly personable with first-class communication skills.
- Highly organized.
- Must have experience in a customer service environment.
- Will need to be capable of working within very tight deadlines.
- Will need to be an effective problem solver.
- Will have good organizational skills and be able to work well both independently and within a team.
- Experience working in QuickBase, Service Now (SNOW / SAP), ERP tools (Enterprise solutions) or any Project Management tool.

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.