Account Support Manager

About NCR Atleos

Title:

Account Support Manager

Job Description Summary:

Account Support Manager supporting existing team in Asia. Incumbent will support large networking client through-out Asia, Japan, and China.

Job Description:

o Manage Service Delivery performance, review and fix service areas that are under-performing with NCR and Service Partners Field Services Team.

o Responsible for the day-to-day delivery of Services.
Incident Management.
Problem Management.
Change Management.

o Act as a point for day-to-day Escalation and manage Field Services with Service Partners and Call Centre issues/incidents to conclusion, utilizing NCR support teams and processes.

o Champion and provide Root Cause Analysis, Continuous Improvement and Risk Management & Mitigation to improve services to Clients.

o Work closely with the ESM (Executive Services Manager) to report and present at Monthly and Quarterly Performance Reviews.

o Working with NCR teams, Service Partners and Call Centers to collate, report and deliver Client required metrics.

o Responsible for the successful delivery of Projects and related Scope of Work into the Clients Business Environments.

o Liaise, guide and oversee the delivery of Services from NCR and Service Partners Support and Delivery teams into the Client, including the delivery of suitable Knowledge and Support articles to assist in reducing Incidents & RMAs due to FE skillset, Parts Quality, Reasons that lead to wasted FE trips.

o Assist in the implementation of Client s consigned parts (Parts Anywhere) program with NCR Logistics Team and Logistics Service Partners in APAC countries.

o Assist the ESM with timely Client PO Creation, Annuity and T&M Billing, ensuring NCR and/or Client inventory database systems are updated and support accurate invoicing.

Qualification and Desired Experience:

o Diploma or Degree in IT or Business Administration or related discipline.

o Must have 4-6years relevant experience in Customer Service role, preferably in IT Network environment.

o Should have good project coordination and execution experience.

o Should have experience in contract and vendor management.

o Should have very good data analytical skills and experience in MS Excel

o Must have excellent communication, customer relations and interpersonal skills.

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

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