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NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world’s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and governmentpublic sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the “anywhere, anytime? Convenience that today’s consumers demand. and
Account Support Manager, Service Delivery
* Based in Jakarta, Indonesia
* Excellent in services account management
* Excellent customer relationship management
In this exciting role, you will be the principal NCR Services representative, ensuring the highest level of service quality to major non Managed Services accounts within the Retail and Financial Business units, as well as NCR Services strategic accounts. The role will be responsible for key service relationship with the customer, and ensuring that NCR Services are cross-sold and customer satisfaction is maintained.
Major responsibilities:
* Grow services revenue of the accounts
* Assigned to named accounts and submits periodic status reports and also escalates high-level service quality issues, when necessary.
* Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality
* Review NCR Services policies and procedures, discuss customer-specific service issues, seek to uncover new NCR service opportunities, and ensure the integrity of all account information.
* Continuously seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements
* Promotes customer confidence in NCR and NCR that will lead to long-term business agreements
* Advisory role to the sales teams on matters concerning NCR service offers and capabilities and assist the salespeople with account information gathering for the services portion of any sales motions maintenance proposals
* Takes active measures to identify additional customer services opportunities and engages NCR sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business
* Advise and coordinate with many implementation roles such as Project Managers, Service Operations Support and Implementation Managers/Coordinators as NCR implements its solutions and to escalate implementation issues that impact customer satisfaction
* Coordinates NCR Services internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit Orders.
* Advises the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function
* Ensure that their account information integrity is maintained and able to analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations, and monitor parts plans
* Perform a root cause analysis of lifecycle support problems so that service calls can be reduced, customers’ systems availability can be optimized, and NCR profitability can be maximized in assigned accounts
Essential Requirements
* Bachelor’s degree in Business Administration or Computer Science
* At least 3 years working experience in a banking environment, preferably related to self service channel (ATM/POS)
* At least 3 – 5 years experience, preferably in customer support or support planning role or service delivery roles
* Ability to drive efficiencies in margin improvement within assigned accounts preferred
* Proven experience leading/managing a team in a customer services environment
* Proven experience with the sales contract negotiating process preferred
* Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer
* Ensure that the customer receives a high level of customer delight with all NCR services and works to maximize NCR services revenue and profitability within assigned accounts.
please visit http://www.ncr.com/careers