Service Planner Coordinator - English Speaker

Location: Belgrade, Serbia (Hybrid)
Shifts: 2nd and 3rd

Service Planner (II) – US

Are you a detail-oriented professional with a knack for planning and coordination? Join our dynamic team as a Service Planner (II) and play a crucial role in ensuring seamless service delivery across the United States!

Key Responsibilities:

• Strategic Review: Analyze service request (SR) notes to understand all aspects before assignment or reassignment.
  Efficient Call Assignment: Assign calls based on Customer Engineer (CE) skills, schedules, and SR specifics like type, severity, and urgency.
• Customer Prioritization & Workload Balancing: Prioritize customer needs and balance workloads effectively.
• Geographical Coordination: Optimize the geographical relation between SR sites and CE proximity.
• Parts Management: Ensure part availability and source parts locally, regionally, or globally as needed.
• ETA Alignment: Align CE estimated time of arrival (ETA) with part ETA to maximize service level agreement (SLA) opportunities.
• Customer Requirements: Address specific customer requirements and monitor overall territory status.
• SR Management: Create, reassign, and adjust SRs, change CE statuses, and handle SR cancellations.
• Communication: Maintain clear communication via phone, email, and Lync/Skype with all NCR Services and Services Enablement Departments.
• Documentation: Document all actions taken on SRs in public notes.
• Proactive Parts Ordering: Order parts proactively and at CE request, manage parts processing and transferring.
• Escalation Management: Oversee premium freight, suppress escalations, and provide out-of-process solutions for aged calls.
• Continuous Improvement: Identify improvement opportunities and provide closed-loop feedback to enablement organizations.
• Training & Development: Attend all company-mandated/recommended training courses.
• Support: Provide support across the United States and perform other duties as directed by the employer.
• Reference: ZkEMbDfTdgcueTKeLES6sI6h7CiGx4w0GpRfYwq3DB0.

Why Join Us?

• Impactful Role: Be at the heart of our service operations, ensuring customer satisfaction and operational efficiency.
• Collaborative Environment: Work with a supportive team and engage with various departments to drive success.
• Growth Opportunities: Take advantage of continuous learning and development opportunities to advance your career.

What we are looking for:

• High school diploma or equivalent is required.
• Proficiency in English, both written and spoken.
• Strong technical skills and familiarity with installation tools.
• Effective communication and interpersonal skills.