Service Planner (II)

NCR Atleos; Mumbai; Sur place; INR 420 000 - 600 000; Plein temps

Résumé du poste

NCR Atleos in Mumbai, India is seeking a Service Planner II to efficiently plan and assign pending work orders for Customer Engineers, ensuring prompt service delivery under contractual terms.

The role requires 2–3 years in coordination or customer service, strong communication skills, and proficiency with Windows-based tools. The job may involve flexible hours to support 24x7 operations and cross-territory coverage.

Qualifications

• Graduate in any discipline with 2–3 years' coordination/customer service experience.
• Strong communication, verbal and written, with listening skills.
• Basic PC literacy and keyboard proficiency.
• Familiarity with mapping tools and Windows-based applications.

Responsabilités

• Proactively plan, prioritize, and assign all outstanding work orders for Customer Engineers to ensure timely service delivery.
• Monitor and control work orders within assigned geographical area, including resources and parts.
• Escalate potential delays to Team Leader or Territory Manager and coordinate CE movements across territories.
• Maintain daily CE schedules and communicate status, ensuring proper closure of calls and accurate billing information.

Connaissances

Communication skills

Relationship building

Geographical mapping knowledge

Keyboard proficiency

Formation

Graduate in any discipline

Outils

Windows-based applications

Description du poste

## Service Planner (II)Apply: MUMBAI, IND: Full time: Posted Today: R1154809**About NCR Atleos**NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.**Position Title: Service Planner II Location: Mumba**i **Key Areas of Responsibility:**The main duties of the Service Coordinator include the following: • 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. • 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. • 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 skillsOffers of employment are conditional upon passage of screening criteria applicable to the job.