Overview
ROLE’S DUTIES RESPONSIBILITIES, AND AUTHORITY
Service Dispatch Management
- Proactively monitors Work Order (WO) to ensure that it flows correctly from Lexmark system to the Service Partner’s system and communicates internally and externally to avoid any delays
- Investigates any WO exception or fallouts and raise to the Key User when needed
Missed SLA Reason Coding
- Monitors all open WOs and execute applicable intervention/s in order to meet the customer SLA or avoid further service delay.
- Ensure correct missed SLA reason coding in the system for accurate Customer SLA reporting
Work Order / Sales Order Exception Management
- Monitors queue for work orders with covered service issues, checks and fixes warranty agreement
- Monitor dispatch & debrief queues
- Monitors the queue for sales orders with exception. Verifies the exception, logs a case, creates manual sales orders, and cancels the sales orders with error
Process Documentation and Process Improvement
- Ensure updated process documentation with regular review with SME/leadership.
- Possess a continuous improvement mindset and be able to come up with initiatives to make the current process more efficient or to save costs.
- Responsible in generation, analysis, and management of required reports using standard tools and practices. Updates daily operational trackers with correct information for monitoring and reporting purposes
EDUCATION & EXPERIENCE
- Bachelor’s Degree Holder
- At least 1 year of relevant work experience not limited to customer service, business process and the like
SKILLS
- Proficient in English, and Fluent in Spanish
- Customer Focus
- Problem Solving
- Reasoning Ability
- Proactive attitude
- Ability to work independently
- Collaboration and Coordination
- MS Office proficient skills
