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Account Support III | [查看更多类似职位] |
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工作地点 |
广州 |
发布日期 |
2008-04-28 |
工作年限 |
5年经验 |
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薪水范围 |
面议 | 学历要求 | 本科 |
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| 职位描述 |
职位类别： 客户服务/技术支持 工作地点： 广州 发布日期： 2007-12-06 工作经验： 5-10年 最低学历： 本科 职位月薪： 面议 工作性质： 全职 招聘人数： 若干 管理经验： 否 职位描述/要求： Planning organization: Worldwide Customer Services Title Reports to : Field Operations Director Position Description The primary role of Account Support 3, (AS 3) is to act as the principal Worldwide Customer Services (WCS) representative, ensuring the highest level of service quality to major non Managed Services accounts within the Retail and Financial Business units, as well as WCS strategic accounts. In this role, the AS owns the key service relationship with the customer, and is responsible for ensuring that WCS services are cross-sold and customer satisfaction is maintained. This position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer. The AS will ensure that the customer receives a high level of customer delight with all WCS services and works to maximize WCS revenue and profitability within assigned accounts. The AS 3 job function focuses on 4 key areas: Service delivery and assumption fidelity Customer relationship management WCS operational issues Account information integrity The AS 3, reporting to the appropriate Area WCS management, is assigned named accounts and submits periodic status reports to their manager. The AS escalates high-level service quality issues, when necessary, to the highest levels of WCS management. The AS schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review WCS policies and procedures, discuss customer-specific service issues, seek to uncover new WCS service opportunities, and ensure the integrity of all account information. The AS continually 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. The AS promotes customer confidence in NCR and WCS that will lead to long-term business agreements The AS assists NCR salespeople with account information gathering for the services portion of any sales motions maintenance proposals. As part of optimizing the revenue stream from accounts, the AS 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. It is the responsibility of the AS to 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. The AS coordinates WCS internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit Orders. The AS 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. The AS must work with their assigned Customer Advocate to ensure that their account information integrity is maintained. The AS must also analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans. The AS will be called upon to perform a root cause analysis of lifecycle support problems so that service calls can be reduced, customers" systems availability can be optimized, and WCS profitability can be maximized in assigned accounts. Education and Experience Requirements Education Four year degree in Business Administration or Computer Science (or equivalent education, knowledge and/or experience as determined by the hiring organization). Demonstrated proficiencies in Microsoft Office Suite software Experience 5 years minimum experience in a customer support or support planning role. 1-year minimum experience driving efficiencies in margin improvement within assigned accounts preferred. 1-year minimum experience leading/managing a team in a customer services environment. 1-year minimum experience with the sales contract negotiating process preferred. Experience as NCR Territory Manager, Service Operations Manager or Account Support 1-2 a plus. Key Areas of Responsibility Service Assumption Fidelity for New Service Implementation Activity Provide account specific information to assist PM"s and IC"s with implementations. Communicate specific SLA requirements to international locations (Global Service Managers and CS Country Managers). Engage Service Assumption Team for implementation of new business Service Delivery Fidelity Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement Ensure customer specific projects (Quality, PM"s, FRO"s are implemented on time). Ensure the Account Support Plan is updated as required. Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer. Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer. Use Six Sigma process and NCR improvement approach methodologies to drive elimination of defects and corrective action plans. Provide input to customer specific Service Aid Mini Manual(SAMM) Participate in the Critical Care Processwhen needed. Work with the appropriate Field Operations Director or Managed Service Center to develop and implement an operational improvement plan. Customer Relationship Management Seek to build and enhance enduring relationships with key customer interfaces. Achieve a thorough understanding of customer requirements. Promote customer confidence in NCR, WCS, which will lead to long-term business agreements. Review quality of customer"s help desk and coordinate additional training and/or process changes if necessary Maintain custom relations and observe customer process changes Operational Management Attend vendor and customer meetings when required. Represent account-specific performance and match to SLA requirements for compliance.(My Reports) Ensure that the customer uses the proper primary escalation contacts within WCS. Ensure international SLA "s are being met for those accounts with global locations. Serve as Customer Champion for service escalations (including international) that have completely failed, and fix account-specific escalation processes that are broken. Perform root cause business analysis of problems. Account Information Integrity Provide appropriate owners with updates of all account information sources such as SAMM manuals. Ensure that the proper processes are being followed for MAC, escalation, invoicing and A/R. Support the Billing Operations Center (BOC) in the Service Order Management process; engage as requested by BOC for major issues. Represent WCS in any potential cancellation of service due to non-payment. Ensure that the BOC has validated that all WCS revenues are being recognized for assigned accounts. Sales Consulting Assist NCR salespeople with account information gathering for standard maintenance proposals. Identify additional customer services opportunities and engage WCS sales resources (such as Services Sales Consultants, Network Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business. Accounts Receivable Management Monitoring and managing accounts receivable to ensure that it remains below 60 days. Work with the BOC and collectors to ensure that follow-ups are performed. Work with the customer to resolve any disputed invoices and to expedite payment. Work E
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