Service Coordinator

3 Weeks ago • 2-3 Years

Job Summary

Job Description

NCR VOYIX Corporation is seeking a Service Coordinator responsible for the proactive planning of all incoming work order allocations within a specific geographic territory or customer responsibility. This role ensures effective utilization of resources, achievement of service levels, and fulfillment of contractual agreements. The Service Coordinator primarily supports Customer Engineers by planning, prioritizing, assigning, and monitoring open work orders. Key responsibilities include accepting ownership of work orders, scheduling appointments with third-party providers, escalating issues that may exceed response or fix times, and coordinating with other Service Coordinators for resource allocation. The role also involves maintaining communication with engineers, managing escalations, and ensuring the timely closure of work orders, including verifying entitlement and correct billing information. Additionally, they may provide parts management/coordination and adhere to Global Call Management tools and procedures.
Must have:
  • Ownership of work orders
  • Proactive planning and prioritization
  • Monitoring and controlling work orders
  • Scheduling appointments
  • Escalation management
  • Communication with engineers
  • Maintaining CE schedule
  • Timely closure of work orders
  • Basic PC literacy
  • Keyboard proficiency
  • Understanding of geographical areas
  • Understanding of Windows-based applications
  • Relationship building skills
  • Excellent communication skills

Job Details

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Position Title: Service Coordinator
 


Position Description
The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.

Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
• Accept ownership of work orders routed to CALL MANAGEMENT
• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
• Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
• Scheduling appointments with security escorts or third party service providers as required.
• 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.
• Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
• Performing predefined start and end of day processes within the CALL MANAGEMENT.
• Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
• 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.
• Providing a central point of communication for engineers and handling any incoming telephone messages that may require 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. Regularly inspecting any holiday and absence tools used by the Territory Managers.
• 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 (working with Logistics for SLA’S) as assigned
• Follow Global Call Management tools, process and procedures as documented and posted in GP&S

Scope
Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions

Work Environment
• The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations
• The position involves prolonged periods of PC and telephone usage.
• The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders
• The Service Coordinator works in a team environment and interacts with multiple internal customers.

• Reports to the CALL MANAGEMENT Team Leader Education and Background Education and Experience Requirements
• Graduate in any discipline with two to three years experience in the area of Coordination / customer Service and Support preferred
• Basic PC literacy
• Keyboard proficiency
• Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
• Understanding of Windows-based applications/tools
• Relationship building skills
• Excellent communication skills, verbal and written as well as listening skills

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix 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.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”

Similar Jobs

Enverus - Residential Examiner

Enverus

Austin, Texas, United States (Remote)
3 Months ago
Vercel - Senior Customer Success Manager

Vercel

United States (Remote)
2 Months ago
Varonis  - Financial Systems Project Manager

Varonis

United States (Remote)
4 Months ago
Optiv - Principal Analyst

Optiv

Bengaluru, Karnataka, India (On-Site)
1 Month ago
clevertap - Customer Success Manager (Europe Region)

clevertap

Mumbai, Maharashtra, India (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Nice - Director, Pre-sales, APAC

Nice

Singapore (On-Site)
1 Month ago
Figma - Account Executive, Enterprise

Figma

Paris, Île-de-France, France (On-Site)
1 Month ago
Zuora - Senior Data Scientist

Zuora

Bengaluru, Karnataka, India (Remote)
1 Month ago
Sprinkler - Large Enterprise Account Executive

Sprinkler

Singapore (On-Site)
2 Months ago
C3 IoT - Data Scientist / Senior Data Scientist

C3 IoT

London, England, United Kingdom (On-Site)
4 Weeks ago
Ion - Vulnerability Management Manager

Ion

London, England, United Kingdom (On-Site)
1 Month ago
Nice - Senior Data Engineer

Nice

Pune, Maharashtra, India (Hybrid)
1 Month ago
EveryMatrix - Senior Java Developer

EveryMatrix

Bucharest, Bucharest, Romania (Hybrid)
6 Months ago
Figma - Customer Enablement Manager

Figma

San Francisco, California, United States (Remote)
1 Month ago
Veeam Software - Inside Sales Representative

Veeam Software

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Georgia, United States

FICO - Senior/Lead Research Engineer - AI/ML- Applied AI

FICO

United States (Remote)
1 Month ago
Evolution  - On-Site Virtual Customer Service Representative

Evolution

Southfield, Michigan, United States (On-Site)
1 Year ago
Apple - Software Engineer

Apple

Cupertino, California, United States (On-Site)
1 Month ago
bytedance - Machine Learning Engineer Intern (Global E-commerce Risk Control)

bytedance

San Jose, California, United States (On-Site)
3 Months ago
Dynamis Inc - Technical Writer II

Dynamis Inc

Huntsville, Alabama, United States (On-Site)
1 Month ago
Airbyte - Solutions Architect

Airbyte

San Francisco, California, United States (On-Site)
2 Months ago
Netflix - CDN Site Reliability Engineer (SRE) L4/L5

Netflix

California, United States (Remote)
7 Months ago
bytedance - Site Reliability Engineer, ML System

bytedance

Seattle, Washington, United States (On-Site)
9 Months ago
Thales - Senior Sales Engineer

Thales

California, United States (Remote)
2 Months ago
Discord - Senior Software Engineer, Game Integrations

Discord

San Francisco, California, United States (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.

Bengaluru, Karnataka, India (On-Site)

Singapore (Remote)

Tokyo, Japan (On-Site)

Gurugram, Haryana, India (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Mumbai, Maharashtra, India (On-Site)

Singapore (On-Site)

Cebu City, Central Visayas, Philippines (On-Site)

Cebu City, Central Visayas, Philippines (On-Site)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

View All Jobs

Get notified when new jobs are added by NCR Voyix

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug