Service Coordinator Representative

Description

Job Summary: The Service Coordinator proactively manages service orders, plans allocations within a territory, and ensures adherence to service levels and contractual agreements. Key Highlights: 1. Proactive management of service orders and resource allocation 2. Focus on operational excellence and SLA compliance 3. Central communication and field engineer support function About NCR Atleos Headquartered in Atlanta, NCR Atleos is a leader in expanding financial access. Our 20\.000 dedicated employees optimize branch operations, improve operational efficiency, and maximize self-service availability for financial institutions and retailers worldwide. NCR Atleos was ranked #12 on Newsweek’s prestigious 2025 list of the 100 Most Loved Workplaces®. Position Description This position is responsible for the proactive management of received service orders, as well as planning all service order allocations within a specific geographic territory or customer responsibility. The Service Coordinator is also responsible for ensuring that all available resources within the assigned territory are used effectively, that predefined service levels are consistently achieved, and that contractual agreements are fulfilled. Key Responsibilities The Service Coordinator’s primary responsibilities include:* Plan, prioritize, and proactively assign all pending service orders to Field Engineers, ensuring rapid service delivery per our contractual terms and conditions. * Monitor and control all pending service orders within assigned geographic areas, including resources and parts. * Identify and escalate to the Team Leader, Territory Manager, or responsible person any situation that may cause delays in meeting contractual response or repair timeframes. * Reassign engineers across territories when necessary to address skill or resource gaps. * Execute predefined start-of-day and end-of-day processes within CALL MANAGEMENT. * Record requested information for customer complaints forwarded from any external source and manage escalations as defined. * Maintain effective and timely communication with engineers, obtaining regular updates on pending service orders and relaying all necessary messages to Field Engineers within the territory. * Serve as the central communication point for engineers and handle telephone messages requiring transmission to territory-based engineers. * Use information provided by Territory Managers to maintain the current on-call/scheduling status of Field Engineers, record incidents related to availability, absences, vacations, and planned commitments. Regularly review vacation and absence tracking tools used by Territory Managers. * Escalate to the Team Leader and Territory Manager when available resource levels fall below the specified threshold, and submit daily reports on engineer availability and workload. * Ensure correct and timely closure of all service orders. * Upon call closure, verify the correct serial number of the repaired device and ensure the billing type is included to guarantee all revenue is invoiced, except where automatic closure is performed by the engineer. * Provide parts management/coordination (in partnership with Logistics to meet SLA requirements), as assigned. * Follow global Call Management tools, processes, and procedures as documented and published in GP\&S. Scope Plan, prioritize, and proactively assign all pending service orders to Field Engineers, ensuring rapid service delivery per our contractual terms and conditions. Work Environment* The role may require shift rotation, weekend or holiday work, and/or extended hours as needed to support 24x7 operations. * The position involves prolonged computer and telephone usage. * The Service Coordinator is responsible for continuously receiving and managing high volumes of service orders. * Works in a team environment and interacts with various internal customers. Reports to the CALL MANAGEMENT Team Leader. Education and Experience* Any degree with two to three years of experience in Coordination / Customer Service and Support (preferred). * Basic computer knowledge. * Typing proficiency. * Understanding of geographic areas and ability to use mapping tools for service order assignment. * Knowledge of Windows-based applications/tools. * Relationship-building skills. * Excellent verbal, written, and listening communication skills. Job offers are contingent upon successful completion of applicable screening criteria. Equal Employment Opportunity Statement NCR Atleos is an equal opportunity employer. It is NCR Atleos’ policy to hire, train, promote, and compensate associates based on their qualifications, skills, and job-related performance, regardless of race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, physical or mental disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. Statement for External Recruitment Agencies NCR Atleos only accepts resumes from agencies listed on NCR Atleos’ preferred vendor list. Do not submit resumes to our applicant tracking system, to NCR Atleos employees, or to any NCR Atleos facility. NCR Atleos assumes no liability or responsibility for fees or charges associated with unsolicited resumes.