Service Planner

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.

Position Summary & Key Areas of Responsibility:

• Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools
• Gathers problem information and records data in desktop tools
• Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service; Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory
• Receive and document service request and customer information; Gather problem information and determine criticality
• Proactive planning, prioritizing, and assigning all outstanding work order tasks, 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
• Follow Global Call Taking tools, process and procedures as documented and posted in GP&S
• Initiate dispatch request capture information and record data in desktop tools; Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management/coordination as assigned
• Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory; Working with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
• Communicate with the Customer Advocates for permanent change to the customer profile
• Ensuring the correct and timely closure and completion of all work orders
• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed
• Contribute as a team member; Participate in team meetings and activities
• Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization
• Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
• Work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success of this position will be measured on speed of response, clarity and accuracy of captured information; Position is accountable for continuously receiving and handling high volumes of customer calls
• Ability to work in a team environment and interacts with both internal and external customers

Basic Qualifications:

• High School Diploma
• 0-1 years of experience
• PC/Keyboard proficiency; Understanding of Windows-based applications/tools
• MS office Skills - Excel, Word etc
• Excellent language/communication skills, verbal as well as listening skills
• Understanding of basic customer location/geography area knowledge

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.