Administrative - Customer Care Representative
Company: Computech Corporation
Location: Atlanta
Posted on: May 28, 2023
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Job Description:
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
*Position responsible for ensuring contractual obligations with
customers are met on a work order and systems basis; Coordinates
activities associated with product/service resolution issues*
Required to have maintain working relationships with all WCS
operations-focused groups, including but not limited to: Field
Support Centers, Field Operations Management (primarily TMs), the
Worldwide Service Logistics organization, the Billing Operations
Center and Customer Advocates, 3rd party contractors, Depot Repair
centers, and Customer Care Centers* Must have a thorough
understanding of WCS systems, operations and policies, and customer
contract specifics that are used to resolve customer problems;
Works with many implementation roles such as Project Managers and
Implementation Managers/Coordinators as NCR implements solutions;
Required to coordinate WCS internal projects for the customer*
Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service
Delivery and Service Fidelity, Evaluate ongoing effectiveness of
Parts Plan with the Logistics Analyst & provide updates*
Communicate specific SLA (service level agreement) requirements to
international locations; Actively assist in SLA commitments
including running the SLA monitoring tool daily; Analyze
account-specific subcontractor performance and match to SLA
requirements for compliance* Provide information to the Logistics
Analyst for account-specific Parts Plans; Update the Account
Support Plan as required* Assist with determining Out-of-Scope
services rendered to the customer; Attend vendor and customer
meetings when required* Participate in installation planning
sessions* Provide input to the Customer Specific Service Aid Mini
Manual (SAMM)* Ensure that the customer uses the proper primary
escalation contacts within WCS
* Isolates problems and creates resolution plans; Logs problem
resolution/maintains databases* Supports the resolution of known
software problems to be fixed in later releases* Prepares standard
reports to ensure SLA is represented accurately
* Perform analysis on all penalties for all NCR service delivery
contracts subject to penalties* Run Standard and ad hoc Reports;
Gather information for the Critical Care Process when needed;
Ensure customer data integrity in D1 for service delivery, billing
and customer reporting* Work with customer help desks on
specialized SLA management activities, when normal NCR processes
are failing; Maintain customer relations and observe customer
process change* Assist with accounts receivable management; Run
queries for margin improvement/incident reduction us* Fast-paced,
team environment working with internal networks and the external
customer; Daily job responsibilities may change based on customer
need; Maintain and update knowledge/skills through training and
development opportunities* Possible travel required based on
account requirements BASIC QUALIFICATIONS: Technical/Vocational
Certification Administrative experience, analytical, and/or
technical experience, preferably within WCS Demonstrated
proficiencies with Microsoft Office Suite software
PREFERRED QUALIFICATIONS: Bachelor's Degree preferred
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
---Position is responsible for scoping, designing, pricing and
implementing projects relating to NCR's Global business; Position
ensures that their projects meet both customer and NCR needs in
respect of revenue, margin, schedule, scope and process
---Meet with customers, account teams, pricing teams and Solution
Architects to design, scope and help price a project that is
deliverable and agreed by all parties
---Gathers information from a wide range of sources to resolve
problems with unknown solutions including internal business units
and third party vendors
---May serve as a mentor in one or two product domains or customer
specialties
---Owns the overall management of the project, coordinating
resources across organizations and managing to timeline
---Accountable for successful design, development, and deployment
of global service processes and related infrastructure
---Responsible for Expense billing and labor billing.
---Accountable for overall project profitability.
---Participates in requirements gathering process and user
testing
---Manages all phases of a project
---Contributes to recommendations on process redefinition to adapt
processes to solutions; Document all project processes, schedules
plans, etc; Manage projects within scope; Manage project risk
items; Manage project milestones, schedules and resources
(including internal and third party resources)
---Create the project team for each project; Work with the other
members of the NCR Global Project Office to start up the project
(team training, hand-over, escalation processes, templates,
etc.)
---Work with NCR Services teams around the world to raise awareness
and allow time to implement the project successfully
---Manage change control, escalations and customer expectations
throughout the life cycle of the project
---Provide customers and NCR associates with the required project
reporting
---Must be able to motivate and inspire people to keep the project
moving toward successful completion even in the face of the
physical demands of aggressive project schedules and the emotional
demands of discouraging developments
---Manages the interactions between the customer and the rest of
the project team resulting in good customer relations and an
enthusiasm for the project and the customer relationship
BASIC QUALIFICATIONS:
Bachelor's Degree
2-5 years of experience
Excellent customer relationship skills Excellent track record of
project success Strong sense of urgency and integrity
Strong ability to listen well and give clear and unambiguous
instructions to all parties
PREFERRED QUALIFICATIONS:
PMP certified (or working towards certification)
Keywords: Computech Corporation, Atlanta , Administrative - Customer Care Representative, Administration, Clerical , Atlanta, Georgia
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