Service Coord Rep

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.

Title: Service Coord Representative
Location: Egypt
Job description:
Service Coord Representative is responsible for Call Management and Field
Logistics operations and providing related support for the NCR Worldwide
Service Logistics Organization, as Primary Planner for ‎2 Tier A, or
equivalent, Territories; as well as managing any exceptions relating to
assigned geography(s) or customer(s). The incumbent is responsible for timely,
efficient and effective call management, work load balancing, SLA attainment
and delivery against management mandated priorities. The incumbent directly
interfaces with FSC and Field management on daily and hourly basis.

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


• Based on Part ETA:
  a. SP needs to align CE ETA to Part ETA while maximizing SLA obtainment
  opportunity
  b. Align CE ETA to MEET or be AFTER Part ETA
  c. Ensure CE ETA is after Part ETA, but not exceeding more than ‎4 hrs AFTER
  Part ETA, and meet SLA
  d. 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 (Labor, Parts and Freight)


• Escalation Suppression


• Out of Process solutions for Aged calls


• Closed Loop feedback to Enablement Orgs.


• Identify improvement opportunities

Education and/or Requirements Required:
* Minimum ‎1-‎2 years relevant work experience as Service Planner I.
* 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.
* Minimum B1 English language skills

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.

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.