Service Planner

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

JOB TITLE: Service Planner (I)

BASED SITE LOCATION: Ciudad Autónoma de Buenos Aires (Capital Federal)

SERVICE DELIVERY OPERATION: Colombia

REQUIRED SHIFT: Weekend (Full Time)
- Weekend: Saturday and Sundays of 08:00hs to 20:00hs & 2 Monday and Tuesdays of 14:00hs to 22:00hs (40 Hours)

INTERNAL GRADE: 6 (Junior/Beginner/Initial)

& KEY AREAS OF RESPONSIBILITY:

- Position is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility; Position is also responsible for ensuring that all available resources are effectively utilized, and predefined service levels are consistently achieved, and contractual agreements met.
- Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory; Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions; May be required to perform escalation management activities which provide end to end tracking for both field and customer.
- Responsible for identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time; Gathers problem information and records data in desktop tools.
- Working with other Service Planner I when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
- 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 CEs within the territory, Scheduling customer installation activity.
- Providing a central point of communication for engineers and handling any incoming telephone messages that may need to be transmitted to the engineers within the territory.
- Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments.
- Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload, 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, except where automatic closure by the CE is available
- Provide parts management/coordination as assigned.
- Work environment may require rotation in work hours, weekend, or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
- Service Planner I is accountable for continuously receiving and handling high volumes of work orders, working in a team environment, and interacting with multiple internal customers.
- Service Planner I is responsible for Call Management and Field Logistics operations and providing related support for the NCR Worldwide Service Logistics Organization.
- The incumbent is responsible for timely, efficient, and effective call management, workload balancing, SLA attainment and delivery against management mandated priorities.

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 exceedingly 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