Job Responsibilityo Position required to maintain working relationships with all WCS operations-focused groups, including, but are not limited to, the 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
o Position must have a thorough understanding of WCS systems, operations and policies, and customer contract scope and service deliverables; Work with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate WCS internal projects for the customer
o Communicate specific SLA (Service Level Agreement) requirements to the Service delivery team; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze Standard Reports, look for historical trends analysis to identify problem areas, provide recommendations for operational improvements and work with Field Support Organizations and /or customer
o Run Daily, Weekly, Monthly, Customize, and ad hoc reports when required; Gather information for the Critical Care Process when needed such as perform root cause business analysis of problems
o Regular reviews with Service delivery teams i.e. FSC (Field Service Coordinator) and FSMs (Field Service Manager). And attend vendor and customer meetings when required
o Work with customer help desks on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on reporting deliverables
o Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
o Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer
o Customizes knowledge application features such as navigational views
o Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation
o Support the BOC (Billing Operations Center) in the SOM (Service Order Management) process; Ensure that the BOC has validated that all NCR Services revenues are being recognized for assigned accounts
o Monitoring and managing accounts receivable to ensure that it remains below 180 days.
o Work with the BOC and collectors to ensure that follow-ups are performed.
o Work with the customer to resolve any disputed invoices and to expedite payment.
o Assist NCR salespeople with account information gathering for standard maintenance proposals.
o Identify additional customer services opportunities and engage NCR sales resources (such as Services Sales Consultants, Network Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business.
o Participate in installation planning sessions; Communicate major account specific install base changes to all Services operational groups
o Ensures successful design, development, and deployment of global services processes and related infrastructure; Manages portions of a project; Tracks, updates, communicates project status, scheduling and documentation
Preferred Languages: Japanese (Mandatory), Chinese, English
Job RequirementsJob Benifits
