Cust Relationship Analyst

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Account Support Analyst

LOCATION:
GRADE: 9-11

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team:
& KEY AREAS OF RESPONSIBILITY:

- Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
- Governance Model
- Frequency: Daily/Wkly/Mthly/Qtrly
- Content:

- HDW/SW/MS/Projects
- Performance Metrics
- Bad Actors/Outliers
- Market Performance
- Entitlement/Billing
- Change Mgmt
- MyNCR Portal - MyNCR is NCR’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
- Customer set up & Training
- Profiles and passwords
- Workorder ESC/Monitoring
- Connection issues
- Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
- SLA performance results
- Outlier Mgmt - aged Workorder
- Client KPIs
- Field Retrofit Order (FRO)
- Entitlement - Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
- Endpoints registration
- Proper coverage in delivery system
- Time & Material billing/disputes
- Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
- Revisit identification/improvements
- Retrips isolation working with Field
- Excessive failure rates of units
- Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
- Actions to eliminate workorders
- Dispatch rule changes
- CIT avoidance workorders
- Customer Engineer Support - Provide general and or account specific support to the customer engineer.
- Environmental (electrical, CIT)
- HDW/SW
- Site prep/clearance
- Site access, safety issue
- Account procedures
- AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
- Billing disputes
- Concession approvals
- SLA Penalties - Penalties assessed if SLA is breached.
- Penalty reconciliation
- Penalty avoidance
- Call Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less.
- Monthly workorder mitigation
- Over/under reporting
- Right size call pack (WO usage)
- Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
- Parts Availability
- Parts Quality
- Assumption of Service

QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Technical/Vocational certification or High School diploma or, 0-1 years of related experience
- Detailed oriented, analytical and/or technical experience, preferably within NCR Services
- Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
- Excellent written and verbal communications skills
- Ability to work in a fast-paced environment. multi-task, time management and organizational skills
- Ability to identify and resolve issues with a sense of urgency
- Ability to work as part of a team or independently
- Willing to work non-standard business hours as required by customers

PREFERRED SKILLS
- Experience in the various NCR Lines of Businesses
- Experience of working in a managed services or outsourcing environment

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified ap