Service Planner (II) - India(ATM Operations)

NCR Atleos; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

NCR Atleos in Mumbai (India) is seeking a Service Planner II for ATM Operations. You will proactively plan, prioritize, and assign work orders for Customer Engineers to ensure prompt service and contractual terms are met.

You will monitor outstanding orders across designated territories, coordinate engineer deployment, manage resources and parts, and communicate progress while escalating issues to the Territory Manager as needed.

Qualifications

• Proactive planning, prioritizing, and assigning outstanding work orders for Customer Engineers.
• Monitor and control all outstanding work orders within assigned geographic areas.
• Escalate issues that will breach contractual response or fix times.
• Coordinate engineer movement across territory to fill skill gaps.

Responsibilities

• Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers.
• Ensures prompt delivery of service to meet contractual terms and conditions.
• Monitors work orders in specific geographic areas, coordinating resources and parts.
• Escalates any risks to SLA or response times to Team Leader or Territory Manager.

Job description

Service Planner (II) - India(ATM Operations)We use cookies on this site. By permitting cookies and continuing to use our site, you agree to our use of cookies. Click here for more information about how we use cookies and how you can manage your cookie settings.# Access Expanded## Service Planner (II) - India(ATM Operations)Apply: MUMBAI, IND: Full time: Posted Today: End Date: October 31, 2026 (4 days left to apply): R1155149**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 IILocation: Vikhroli, MumbaiShift Timings:* 3:00PM-12:00 AM IST* 8:00AM-5:00PM IST* 11:00AM-8:00PM IST**Job Summary:** Position is responsible for proactive handling of incoming Work orders logged, & 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 in the designated territory are effectively utilized and predefined service levels are consistently achieved and contractual agreements met. **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.Offers of employment are conditional upon passage of screening criteria applicable to the job.**EEO Statement** NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.**Statement to Third Party Agencies**To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.