Planning organization: Worldwide Customer Services

Title Reports to : Service Compliance Manager

Position Description

The Account Support 2 (AS2) role is to provide customer-specific analysis leading to improved service fidelity and customer profitability.

Individuals in this role are required to have good working relationships with all WCS operations-focused groups. These relationships include, 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, 3 rd party contractors, Depot Repair centers, and Customer Care Centers .

The AS must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems. An AS works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions. The AS may be required to coordinate WCS internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit Orders.

Education and Experience Requirements

Education

• Four-year degree in Business Administration or Computer Science (or equivalent education, knowledge and/or experience as determined by the hiring organization).

Experience

• Analytical and/or technical experience, preferably within WCS.

• Demonstrated proficiencies with Microsoft Office Suite software.

• Knowledge of EDW queries.

Key Areas of Responsibility

Assist AS 3-4's, TM's, and/or ESM's with their Primary Responsibilities in the following areas:

Service Delivery and Service Fidelity

• Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide recommendations for improv e ment.

• Communicate specific SLA requirements to international locations (Global Service Managers and CS Country Managers).

• 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.

• Participate in installation planning sessions.

• Provide input to the Customer Specific Service Aid Mini Manual (SAMM).

• Actively assist in SLA commitments including running the SLA monitoring tool daily.

• Attend vendor and customer meetings when required.

• Analyze account-specific subcontractor performance and match to SLA requirements for compliance.

• Ensure that the customer uses the proper primary escalation contacts within WCS.

• Perform analysis on all penalties for all NCR service delivery contracts subject to penalties.

• Ensure the customer uses the proper primary escalation contacts/processes within WCS.

Managing Operational Issues

• Communicate major account specific installed base changes to all WCS operational groups.

• Ensure customer specific projects (Quality, PM's, FRO's) are implemented on time.

• Analyze Standard Reports, look for trends, and provide recommendations for operational improvements.

• Run ad hoc reports as needed. Analyze results and provide recommendations.

• Gather information for the Critical Care Process and collect action plans from field when needed.

• Ensure customer data integrity in D1 for service delivery, billing and customer reporting

Customer Relations

• Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing.

• Review quality of customer's help desk and coordinate additional training if necessary

• Maintain customer relations and observe customer process change.

• Coordinate installation and monitoring of NCR@YS technology for customers

• Monitor electronic connections if other than NCR@YS

Financial Management

• Assist with accounts receivable management.

• Run queries for margin improvement/incident reduction using tools such as Bad Actor

• Perform analysis on penalty calls and recommend actions to avoid penalties

Scope

• Support targeted WCS accounts.

Work Environment

• 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 (minimum – 40 hours per year)

• Possible travel required based on account requirements.

• On-site customer location possible.