NCR简介
NCR公司成立于1884年，总部位于美国乔治亚洲的亚特兰大Duluth市。全球拥有员工21,000人，是一家全球性科技公司，在100多个国家和地区有1100多个分公司，并拥有30多个研究开发中心和工厂,年营业额超过100亿美元。
NCR是不仅仅是全球金融自助服务解决方案的先驱和行业领先者，同时也是全球10个最大的IT服务供应商之一。NCR全球服务体系包括：
在全球120多个国家和地区的1359个城市建立直属的服务网点，另外80多个国家和地区通过服务合作伙伴，为客户提供优质的服务；
NCR拥有全球16,500名现场服务专业工程师，均经过NCR严格的选拔和培训；
安迅（广州）科技有限公司NCR (Guangzhou) Technology Co.Ltd.
安迅（广州）科技有限公司成立于1998年，是NCR 客户服务部在中国注册的主要现场服务运营实体。主要为用户提供NCR产品的高质量的现场维护服务支持服务，目前已在国内206个城市建立服务网点，其服务点根据所在地区的具体情况设立了相当规模的备件库，已有专业服务工程师超过450名。安迅（广州）科技有限公司还提供多厂商的维护，是目前国内最为成熟、最为强大的技术服务供应商资源，并在国内用户中享有优良声誉。
NCR中国客户服务部是NCR环球客户部在中国大陆的直属专业服务机构，拥有国内最强大的NCR产品服务能力和支持网络，为用户提供直接的厂家维护和支持保障。
职位名称：客户服务工程师
任职要求：
· 机电一体化或相关专业本科或专科应届毕业生
· 动手能力强，工作态度积极进取
· 大学英语四级，能够看懂英文技术资料以及电脑菜单等信息
· 为人诚实、踏实可靠
· 适应加班及出差的要求
· 善于学习，NCR将提供全面技术培训
· 优先考虑长期居住在以下招聘城市的人员：广州、深圳、佛山、东莞、中山、珠海、湛江、汕头、惠州、顺德、江门、茂名。
欢迎广大2013年应届毕业生踊跃申请。请将个人简历投递至sw250186@
一经录用，NCR将提供全面的技术培训，以及优厚的薪酬福利
Position name: Service Coordinator-Shanghai(客户服务协调专员-上海)
Position Description :
The Call Management Service Coordinator (SC) is responsible for the proactive 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 are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.
Education and Experience Requirements
• Diploma Degree and above
• 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 skills
Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
• Accept ownership of work orders routed to CALL MANAGEMENT
• 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.
• Working with other Service Coordinators when the 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
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.
If you are interested in the opportunity, please send your resume to:sw250186@
