Service Planner II

About the role

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. The Service Planner II in Mumbai proactively handles incoming work orders, plans allocations, and ensures resources are effectively utilized to meet contractual service levels within a specific geographic territory. The role involves prolonged PC and telephone usage, handling high volumes of work orders, and may require rotation in work hours, weekends, or holidays to accommodate 7x24 operations.

What you’ll do

• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers
• Monitoring and controlling all outstanding work orders within specific geographical areas including resources and parts
• Identifying and escalating situations that will cause a work order to exceed contractual response or fix time
• Performing predefined start and end of day processes within the CALL MANAGEMENT
• Recording requested information for customer complaints and managing escalations
• Maintaining effective communication with engineers and handling incoming telephone messages
• Utilizing information to maintain duty roster/CE schedule and recording incidents relating to CE availability
• Ensuring correct and timely closure of all work orders and verifying entitlement of correct serial number

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