Service Coord Rep - German speaker

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

• 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:
• Locally:
a. In Country
b. Regionally
c. Globally
d. No source
• 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
• Incumbent is responsible to attend all company mandated/recommended training courses.
• Supports the territory of Switzerland
• Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.