Job Description
Job description details:
Service Planner I is responsible for Call Management and Field Logistics operations and providing related support for the NCR Worldwide Service Logistics Organization, as Primary Planner for at least 1 Tier A, or equivalent, Territories.
The incumbent is responsible for timely, efficient and effective call management, workload balancing, SLA attainment and delivery against management mandated priorities.
The incumbent directly interfaces with FCIM, and Field management on daily and hourly basis.
Supervisory Responsibilities:
No supervisory responsibilities required. Supports 20 70 Customer Engineers within assigned geography.
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:
Locally:
In Country
Regionally
Globally
No source
Based on Part ETA:
SP needs to align CE ETA to Part ETA while maximizing SLA obtainment opportunity
Align CE ETA to MEET or be AFTER Part ETA
Ensure CE ETA is after Part ETA, but not exceeding more than 4 hrs AFTER Part ETA, and meet SLA
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 (Labour, Parts and Freight)
Escalation Suppression
Out of Process solutions for Aged calls
Closed Loop feedback to Enablement Orgs.
Identify improvement opportunities
Other duties may be assigned. Incumbent is responsible to attend all company mandated/recommended training courses.
Education and/or Requirements Required:
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.
Desired Candidate Profile
Education:
Any Graduation()
Gender:
nm
Nationality:
Any Nationality
