Service Planner

2 weeks ago

Belgrade, Central Serbia NCR Corporation Full time $60,000 - $80,000 per year
Key Responsibilities:
  • Strategic Review: Analyze service request (SR) notes to understand all aspects before assignment or reassignment.
  • Efficient Call Assignment: Assign calls based on Customer Engineer (CE) skills, schedules, and SR specifics like type, severity, and urgency.
  • Customer Prioritization & Workload Balancing: Prioritize customer needs and balance workloads effectively.
  • Geographical Coordination: Optimize the geographical relation between SR sites and CE proximity.
  • Parts Management: Ensure part availability and source parts locally, regionally, or globally as needed.
  • ETA Alignment: Align CE estimated time of arrival (ETA) with part ETA to maximize service level agreement (SLA) opportunities.
  • Customer Requirements: Address specific customer requirements and monitor overall territory status.
  • SR Management: Create, reassign, and adjust SRs, change CE statuses, and handle SR cancellations.
  • Communication: Maintain clear communication via phone, email, and Lync/Skype with all NCR Services and Services Enablement Departments.
  • Documentation: Document all actions taken on SRs in public notes.
  • Proactive Parts Ordering: Order parts proactively and at CE request, manage parts processing and transferring.
  • Escalation Management: Oversee premium freight, suppress escalations, and provide out-of-process solutions for aged calls.
  • Continuous Improvement: Identify improvement opportunities and provide closed-loop feedback to enablement organizations.
  • Training & Development: Attend all company-mandated/recommended training courses.
  • Support: Provide support across the United States and perform other duties as directed by the employer.
Why Join Us?
  • Impactful Role: Be at the heart of our service operations, ensuring customer satisfaction and operational efficiency.
  • Collaborative Environment: Work with a supportive team and engage with various departments to drive success.
  • Growth Opportunities: Take advantage of continuous learning and development opportunities to advance your career.

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