Hongrie, BudapestLexmark
Date de publication 07.05.2024
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EMEA Direct WorkOrder Management Specialist (French & Romanian)
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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