Service Planer - Egypt
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Job Description
About NCR Atleos
NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize selfservice availability for financial institutions and retailers across the globe.
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
Workload 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
Email 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.
Skill Requirements:
Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. Applies methodologies processes and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.
Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.
Writes speaks listens and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.
Special Requirements:
Languages:
Fluent Arabic
B2 (UpperIntermediate English)
The incumbent is required to comply with and adhere to all applicable facility safety health and environmental rules and regulations while working for this company.
#LIRM1
#LiHybrid
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equalopportunity employer. It is NCR Atleos policy to hire train promote and pay associates based on their jobrelated 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.
Employment Type
Full-Time
