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Client Operations Leader

NCR

NCR

Operations
Georgia, USA
Posted on Thursday, February 8, 2024

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

TITLE: Account Support Manager

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 Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team:
POSITION SUMMARY & 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.
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Governance Model
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Frequency: Daily/Wkly/Mthly/Qtrly
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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.
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Customer set up & Training
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Profiles and passwords
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Workorder ESC/Monitoring
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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.
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SLA performance results
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Outlier Mgmt – aged Workorder
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Client KPIs
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Field Retrofit Order (FRO)

Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
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Endpoints registration
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Proper coverage in delivery system
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Time & Material billing/disputes

Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
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Revisit identification/improvements
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Retrips isolation working with Field
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Excessive failure rates of units

Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
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Actions to eliminate workorders
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Dispatch rule changes
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CIT avoidance workorders

Customer Engineer Support - Provide general and or account specific support to the customer engineer.
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Environmental (electrical, CIT)
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HDW/SW
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Site prep/clearance
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Site access, safety issue
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Account procedures

Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.
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Steward of the CP&L plan
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Cost containment/improvements

AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
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Billing disputes
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Concession approvals

SLA Penalties - Penalties assessed if SLA is breached.
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Penalty reconciliation
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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.
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Monthly workorder mitigation
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Over/under reporting
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Right size call pack (WO usage)

Sales & Opportunity Mgmt - Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.
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Contract Renewals
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Services Contract Mgmt Issues
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Statement of Work/pricing
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Bid Reviews

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.
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Parts Availability
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Parts Quality
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Assumption of Service

Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.
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Hardware
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Software
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Parts

Software Support - Software support services delivered for specific software products covered under software maintenance contract. Understand the process and be fully engaged with the software team.
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SW patches
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SW code errors
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SW testing issues
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SW setup issues

QUALIFICATIONS AND EDUCATION REQUIREMENTS
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Technical/Vocational certification or High School diploma or, 3-5 years of related experience
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Detailed oriented, analytical and/or technical experience, preferably within NCR Services
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Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
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Excellent written and verbal communications skills
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Ability to work in a fast-paced environment. multi-task, time management and organizational skills
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Ability to identify and resolve issues with a sense of urgency
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Ability to work as part of a team or independently
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Willing to work non-standard business hours as required by customers

PREFERRED SKILLS
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Experience in the various NCR Lines of Businesses
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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 Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”