NCR Account Support Analyst in Belgrade, Serbia
TITLE:Account Support Analyst
LOCATION: Belgrade GRADE: 9
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 180 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.
Reporting to the Client Operations/Executive Services Director for T&T EMEA the candidate acts in support of the operational customer relationship management. Candidate must have subject matter expertise in NCR’s business offerings and solutions, systems, and portions of process architecture.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: * Position is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability * Position required to maintain working relationships with all WCS operations-focused groups, including, but are not limited to, the 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 * Position must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Transition and Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate WCS internal projects for the customer to ensure hand off into life cycle is effective and seamless from Customer perspective * Responsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts Plans * Communicate specific SLA (Service Level Agreement) requirements to specific 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 * Participate in services planning sessions; Communicate major account specific install base changes to all Services operational groups. Support all relevant CI/CX goals and objectives for the T&T line of business * Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services * Run standard and ad-hoc reports; Gather information for Service Reviews, Operational Dashboards and other reporting requirements including regular file value and revenue required to manage the financial performance of supported accounts * Work with customer help desks/TAC/NOC on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on services and reporting deliverables * Submits regular SOM requests to manage billing inputs, moves adds changes required for successful life-cycle management of the installed customer base * Ensures successful design, development, and deployment of global services processes and related infrastructure; Manages portions of a project; Tracks, updates, communicates project status, scheduling and documentation * Perform analysis on all penalties for all NCR service delivery contracts subject to penalties * Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation * Assumes accountability for overall success of the customer relationship, delivery of contractual SLA's and drives profitability of the account throughout its lifecycle. Provides input to others in setting the direction for future processes and infrastructure changes; ensures resources required to deliver services are properly engaged via operations, owns and manages any necessary corrective actions plans and ensures account.
- Analytical Skills
- Results Focus
- Technology Savvy
- Project Management
- Global Mindset
- Problem Solving Skills
- Strong Communication Skills
BASIC QUALIFICATIONS * High School Diploma (minimum requirement) Bachelor's degree preferred. * Language Skills: English Language proficiency is a must * Customer service experience * Excellent presentation skills * Strong excel skills * Demonstrated history of strong performance * Demonstrated ability to handle multiple tasks simultaneously and work in a fast paced environment EEO Statement
Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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.
Job Customer Svcs/Support Services
Title: Account Support Analyst
Requisition ID: 0066705_P0225247