Service Planner (II) - India(ATM Operations)

Overview

Service Planner II responsible for proactive handling and planning of incoming work orders within an assigned geographic territory or customer responsibility, ensuring available resources are used effectively and service levels and contractual agreements are met.

What you'll do

• Proactively plan, prioritize and assign all outstanding work order tasks to Customer Engineers, ensuring prompt service delivery to meet contractual terms and conditions.
• Monitor and control all outstanding work orders within assigned geographic areas, including resources and parts.
• Identify and escalate to the Team Leader or Territory Manager any situation that will cause a work order to exceed the contractual response or fix time.
• Move engineers across territory boundaries to fill any skill or resource shortfall.
• Perform predefined start and end of day processes within Call Management.
• Record requested information for customer complaints referred from outside sources and manage escalations as defined.
• Maintain effective and timely communication with engineers, obtain regular progress updates on outstanding work orders, and transmit required messages to Customer Engineers within the territory.
• Act as a central point of communication for engineers and handle incoming telephone messages that need to be relayed to engineers in the territory.
• Use information from Territory Managers to maintain the current duty roster and Customer Engineer schedule, and record incidents relating to availability, sickness, holidays and planned work commitments.
• Regularly inspect holiday and absence tools used by Territory Managers.
• Escalate to the Team Leader and Territory Manager when available Customer Engineer resource levels fall below the specified limit, and report daily records of Customer Engineer availability and workload.
• Ensure correct and timely closure and completion of all work orders.
• At call closure, verify entitlement of the correct serial number for the device being repaired and ensure the correct bill type is included so all cash and charge revenues are billed, except where automatic closure by the Customer Engineer is available.
• Provide parts management and coordination, working with Logistics for SLAs, as assigned.
• Follow Global Call Management tools, processes and procedures as documented and posted in GP&S Scope.

Nice to have

• Not specified as preferred in the source.

Details

• Location: Vikhroli, Mumbai, India.
• Shift timings: 3:00 PM to 12:00 AM IST, 8:00 AM to 5:00 PM IST, or 11:00 AM to 8:00 PM IST.
• Work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours to accommodate 7 x 24 operations.
• Position involves prolonged periods of PC and telephone usage.
• Continuously receive and handle high volumes of work orders.
• 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.