Implementation Associate

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Implementation Associate

Location: Cebu, Philippines

Grade: 07

Position Summary:

Scheduling Specialist reporting to the SSI (Site Survey and Installation) Program Manager. The candidate acts in support of the operational customer implementation process. Candidate must have expertise in NCR Atleos’ (NCRA) business offerings and solutions, systems, and portions of process architecture.

Assumes accountability for overall success of the accurate and timely scheduling, provides input to others in setting the direction for future processes and infrastructure changes; ensures resources required to deliver services are properly engaged via operations, owns and manages any necessary corrective actions plans and ensures business continuity.

Key Areas of Responsibility:

• Receive and process customer scheduling requests via email, external customer system, and/or web form.
• Obtain NCR Atleos Site Address Numbers (FUA’s) (US and Canada).
• Create NCR Atleos Customer Engineer Dispatch Tickets.
• Submit the required paperwork to schedule NCRA CEs or 3rd party contactors. Obtain CE/technician assignments and provide to the customer.
• Update and maintain project system (Service Now).
• Track equipment shipments through delivery and update customer Quickbase and/or Service Now as needed to support other team members.
• Provide survey/installation documentation to CE/3rd party technician.
• Manage and maintain shared team mailboxes.
• Candidate will be proficient in the use of Microsoft Excel including basic functions along with the ability to perform V-Lookup comparisons and build Pivot Tables.
• Must demonstrate the ability to parse data from within Excel and/or MS Access and stratify the data based on unique requests.
• Analyze call data for transactional billing.
• Ability to use NCRA internal Web based applications such as QuickBase.
• Will have and maintain working relationships with all NCRA operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer advocates, 3rd party contractors, and Customer Care Centers. Must have a thorough understanding of NCRA WCS systems, operations and policies.
• Participate in services planning sessions; Communicate major account specific install base changes to all Services operational groups. Support all relevant CI/CX goals and objectives for the T&T line of business.
• Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services
• Support standard and ad-hoc reports; Help to gather information for Service Reviews, Operational Dashboards and other reporting requirements to manage the performance of supported accounts
• Able to extract data from existing databases, manipulate existing data, and upload various data to existing databases.
• Other duties may be assigned.

Basic Qualifications:

• Minimum of 3 years of related experience
• Analytical and/or technical experience, preferably within NCRA Services
• Demonstrated proficiencies with Microsoft Office Suite software
• Knowledge of QuickBase, NCRA proprietary systems and business process knowledge
• Good written and verbal communications skills
• Ability to work in a fast-paced environment and multi-task; Good time management and self-organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Detail oriented
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers
• Fluent in English both spoken and in written

Key Competencies:

• Data Lifecycle Management
• Service Management
• Technology Awareness
• Financial Acumen
• Ambassadorship
• Business Knowledge
• Customer Relationship Management
• Good communication skills

Preferred Skills:

• Escalation Resolution
• Knowledge of NCRA’s Service Management tools and processes
• NCRA Field Operations
• Commitment to Customer Service
• Customer Service Operations
• Customer Relations
• Customer Service Management

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.