Customer Care Rep

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job description details:

• Service Planner I is responsible for Call Management and Field Logistics operations and providing related support for the NCR Worldwide Service Logistics Organization, as Primary Planner for at least 1 Tier A, or equivalent, Territories.
• The incumbent is responsible for timely, efficient and effective call management, workload balancing, SLA attainment and delivery against management mandated priorities.
• The incumbent directly interfaces with FCIM, and Field management on daily and hourly basis.

Supervisory Responsibilities:
No supervisory responsibilities required. Supports 20 – 70 Customer Engineers within assigned geography.

Roles and Responsibilities:

• Reviewing Notes of each SR to determine all aspects of SR before Assignment/Reassignment
• Call Assignment
• CE Skill
• CE Schedules
• SR Type, Severity and Urgency
• Customer Prioritization
• Work-load Balancing
• Geographical relation between SR site and CE proximity
• Part availability – if part required (PPK, Local)

Sourcing of Parts:

• Locally:
• In Country
• Regionally
• Globally
• No source

Based on Part ETA:

• SP needs to align CE ETA to Part ETA while maximizing SLA obtainment opportunity
• Align CE ETA to MEET or be AFTER Part ETA
• Ensure CE ETA is after Part ETA, but not exceeding more than 4 hrs AFTER Part ETA, and meet SLA
• Monitor for CE adherence to posted and accepted ETAs
• Specific customer requirements (FCI, availability)
• Overall State of the Territory
• SR Creation
• Changing CE Statuses
• Suspending SRs for CEs
• Checking Parts against SR needs
• Part Ordering – Proactive and at CE Request
• Parts processing – Transition in progress
• Parts Transferring
• SR Reassignments
• ETA Changing/Adjustment
• Completing SRs for CEs
• SR Cancellation
• Changing Territory Assignment of SRs
• Documenting in Public Notes all actions taken on SR
• Guard Ordering/Confirming/Escalating
• Phone Call Answering/Making
• E-mail Communication with all NCR Services and Services Enablement Departments
• Lync/Skype communication with all NCR Services and Services Enablement Departments
• Providing updates to all inquiries/escalations/directions
• Regular and timely review of Territory needs and developments
• Premium Freight oversight
• Utilization Intelligence (Labour, Parts and Freight)
• Escalation Suppression
• Out of Process solutions for Aged calls
• Closed Loop feedback to Enablement Orgs.
• Identify improvement opportunities
• Other duties may be assigned. Incumbent is responsible to attend all company mandated/recommended training courses.

Education and/or Requirements Required:

• The incumbent should possess minimum High School degree or equivalent.
• Candidates must have proven excellent communications and interpersonal skills.
• Candidates should have strong organizational acumen.

Skill Requirements:

• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.
• Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.
• Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.

Special Requirements:
Languages:
Fluent Arabic
B2 (Upper-Intermediate English)
The incumbent is required to comply with and adhere to all applicable, facility, safety, health, and environmental rules and regulations while working for this company.

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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