Highly proficient in oral and written English
Analytical - Complex issues resolution
In this exciting role, you will be supporting the operations of Southeast Asia in ensuring timely and accurate processing of service orders and service contract lifecycle management. The role requires customer contacts for managing the renewals of non-assigned accounts. Supporting and building relationship with the Business Operations Center on service order matters.
Key Areas of Responsibility
· Support Sales in the contract renewal process by providing them with information about the installed base and the contracts
· Help deploy global tools and processes and serve as an interface between the Business Operations Center (BOC) and Sales for the Pre-billing Verification (PBV) process
· Ensure correct entitlement and revenue flow in a timely manner.
· Evaluate service renewals, items not on entitlement, incorrectly coded in systems, etc and analyse complex situations using multiple sources of information.
· Recognize and prioritize revenue-at-risk.
· Manage internal and external service contract-related issues resolution escalated by salespeople, customers, field operations or downstream process groups by researching, obtain resolution and communicate with the field
· Provide support to customer-facing sales people in the following areas:
1. Ensure renewals managed by negotiators are moving towards completion on time
2. Manage contract renewal negotiations directly with the customer for non-targeted contracts, including proper documentation, approvals and data
3. Data collection from multiple sources, including research when necessary; ensuring that the service activity is executed accurately and timely to minimize potential customer issues
4. Anticipate the need for service activity at critical times of the year and proactively work with customers
5. Research "Not On File" (NOF) issues
6. Systematically execute the process for ensuring warranty expirations are managed and issues resolved
Essential Requirements
· Bachelor's Degree in Business or IT
· Proven sales support experience in the region for 2 – 4 years
· Ability to drive to the best resolution in challenging perceptions and opinions environment
· Ability manage individual issues by engaging subject matter experts and retain ownership of issue resolution
· Ability to work with a team spread across several countries.
· Highly proficient in both written and spoken English Language
· Excellent communication & interpersonal skills
· Able to manage complicated information and influence to others, understand technical details and be able to document the agreements and recommendations of others
· Excellent problem solving skills in identifying identify issues and opportunities, develop solutions, make recommendations and execute/manage their implementation
· Ability to evaluate complex situations using multiple sources of information
· Customer focused and sales driven by driving high revenue and lower administrative handoffs and cycle time
· Ability to work in an environment where information is incomplete and make informed assumptions in order to complete tasks
· Results orientation and ability to meet deadlines with high quality work
· Excellent understanding of the concepts and principles in our sales support cycles
· Sound knowledge of Service Order Mgmt policies and practices
Interested candidates may click " " to submit your application. Alternatively, please visit http://www.ncr.com/careers and apply
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