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Job Description
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
- Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues
- Required to have maintained working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centres, and Customer Care Centers
- Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer
- Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
- Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
- Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
- Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
- Participate in installation planning sessions
- Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
- Ensure that the customer uses the proper primary escalation contacts within WCS
- Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
- Supports the resolution of known software problems to be fixed in later releases
- Prepares standard reports to ensure SLA is represented accurately
- Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
- Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
- Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change
- Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
- Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
- Possible travel required based on account requirements
Job Requirements
BASIC QUALIFICATIONS:
- Technical/Vocational Certification
- 0-1 years of related experience
- Administrative, analytical, and/or technical experience, preferably within WCS
- Demonstrated proficiencies with Microsoft Office Suite software
PREFERRED QUALIFICATIONS:
- Bachelor’s Degree preferred
