EMEA Direct WorkOrder Management Specialist (French & Romanian)

Responsibilities :

As Work Order Management Specialist is responsible for monitoring and doing the required intervention of the break-fix Work Orders (WO) in order to meet the contracted customer Service Level Agreement.

As Work Order Management Specialist, the role is responsible for the following:

• Service Dispatch Management
  • Proactively monitors Work Order (WO) to ensure that it flows correctly from Lexmark system to the Service Partner's system.
  • Investigates any WO exception or fallouts and raise to the Key User when needed to avoid any impact to service fulfilment. He/she must be ready to execute BCP if advised.
  • Communicates to the customers, partners and/or all other relevant parties any service-related updates including but not limited to service delays, special arrangements, or customer attendance requests.
• Open Service Action Management
  • Monitors all open WOs and execute applicable intervention/s in order to meet the customer SLA or avoid further service delay. Add system documentation such as reason/s for the miss, status updates, or actions/interventions done.
  • Collaborates with Technical Support as well as other backoffice teams (ex. SOM, Contracts) for technical consultation, asset set up correction, and/or ensure availability of parts required to proceed with the service.
  • Escalates WO using the established escalation procedure to relevant support group/s.
  • Catches potential service miss proactively through tight intraday WO monitoring and execute workaround options to mitigate the situation.
  • Debrief Exception Management
  • Monitors incomplete job closures and intervene exceptions to ensure that completed jobs are closed and are eligible for payment.
  • Missed SLA Reason Coding
    • Ensure correct missed SLA reason coding in the system for accurate Customer SLA reporting

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