NCR Service Coord Rep in China

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries. The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.

Education and Experience Requirements • One to two years experience in the area of Customer Service and Support preferred • Basic PC literacy • Keyboard proficiency • Understanding of geographical areas and ability to utilize mapping tools for assigning work orders • Understanding of Windows-based applications/tools • Relationship building skills • Excellent communication skills, verbal and written as well as listening skills

Key Areas of Responsibility The main duties of the Service Coordinator include the following: • Accept ownership of work orders routed to CALL MANAGEMENT • Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions • Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts. • Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. • Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall. • Performing predefined start and end of day processes within the CALL MANAGEMENT. • Recording any requested information for customer complaints referred by any outside source and managing escalations as defined. • Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handl 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries. The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.

Education and Experience Requirements • One to two years experience in the area of Customer Service and Support preferred • Basic PC literacy • Keyboard proficiency • Understanding of geographical areas and ability to utilize mapping tools for assigning work orders • Understanding of Windows-based applications/tools • Relationship building skills • Excellent communication skills, verbal and written as well as listening skills

Key Areas of Responsibility The main duties of the Service Coordinator include the following: • Accept ownership of work orders routed to CALL MANAGEMENT • Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions • Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts. • Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. • Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall. • Performing predefined start and end of day processes within the CALL MANAGEMENT. • Recording any requested information for customer complaints referred by any outside source and managing escalations as defined. • Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handl 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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 Care Center

Title: Service Coord Rep

Location: China

Requisition ID: 0067636_P-0014037