TITLE: Senior Account Support Analyst or Specialist or Supervisor II LOCATION: Mumbai GRADE: 11 About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR's assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA. POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: o Position contributes to call center management decisions; Assists in the setup of new centers o Serves as a consultant to product design teams regarding supportability and usability of products; Partners with key account teams, visits client sites and trains users o Deploys knowledge management strategy for one or more centers, disciplines or geographic locations; Adapts global tools and techniques to local needs; Works on global projects and solves difficult to complex problems in creative and effective ways o Assigned to strategic projects in a consulting capacity supporting less experienced project managers o Accountable for successful design, development, and deployment of global service processes and related infrastructure; Projects are global, strategic, and complex in nature o Expected to interpret routine information and develop appropriate course of action; Applies analysis and independent judgment to both routine and non routine information o Act as the principal NCR Services representative, ensuring the highest level of service quality to major non Managed Services accounts within the Retail, Financial and Emerging Markets business, as well as Services strategic accounts o Responsible for owning the key service relationship with the customer, and is responsible for ensuring that Services are cross-sold and customer satisfaction is maintained o Ensure that the customer receives a high level of customer delight with all Services and works to maximize NCR Services revenue and profitability within assigned accounts o Assigned named accounts and submits periodic status reports to their manager o Escalates high-level service quality issues, when necessary, to the highest levels of Services management o Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer-specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information o Continually seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements o Promotes customer confidence in NCR and Services that will lead to long-term business agreements o Responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function o Responsible for analyzing and presenting standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans o Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement o Ensure the Account Support Plan is updated as required o Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer o Review quality of customers help desk and coordinate additional training and/or process changes if necessary o Represent account-specific performance and match to SLA requirements for compliance BASIC QUALIFICATIONS: Bachelor's Degree 5-8 years of related experience required Demonstrated proficiencies in Microsoft Office Suite software Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer Ability to work non-standard business hours as required by projects PREFERRED QUALIFICATIONS: Ability to drive efficiencies in margin improvement within assigned accounts preferred Proven experience with the sales contract negotiating process preferred EEO Statement Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
Salary: Not Disclosed by Recruiter
Industry: IT-Hardware & Networking
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader
Keyskills: Services Account Manager
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