About NCR NCR Corporation (NYSE: NCR) is a leading software: and services:led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.POSITION SUMMARY and KEY AREAS OF RESPONSIBILITY:
Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues
Required to have maintain 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 centers, 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 and 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
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
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is NCRs 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 co
