Service Planner II

About the role

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. The Service Planner (II) in Mumbai, India, owns and prioritizes work orders routed to CALL MANAGEMENT, assigns Customer Engineers, monitors work orders and parts within assigned geographical areas, and ensures prompt service delivery to meet contractual terms. The role works the night shift on a full-time basis.

What you’ll do

• Accept ownership of work orders routed to CALL MANAGEMENT
• Proactively plan, prioritize, and assign all outstanding work order tasks for Customer Engineers to ensure prompt service delivery meeting contractual terms
• Monitor and control all outstanding work orders within specific geographical areas including resources and parts
• Schedule appointments with security escorts or third-party service providers as required
• Identify and escalate situations that will cause a work order to exceed contractual response or fix time
• Perform predefined start and end of day processes within CALL MANAGEMENT
• Record requested information for customer complaints referred by outside sources and manage escalations
• Maintain effective communication with engineers, obtain progress updates, and handle messages transmitted to CEs within the territory

What you’ll bring

• Graduate in any discipline
• Two to three years experience in Coordination / customer Service and Support preferred
• Basic PC literacy
• Keyboard proficiency
• Understanding of Windows-based applications/tools
• Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
• Relationship building skills
• Excellent communication skills, verbal and written as well as listening skills

Skills

Education

Graduate in any discipline