EMEA Work Order Management Specialist (Spanish)

Responsibilities :

As Work Order 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 Claim Specialist is responsible for ensuring that the partners are in adherence to the company's business requirements. This role is responsible for case management, work order exception and sales order exception management. This position supports internal and external customers in EMEA.

The individual directly reports to the Team Lead and works closely with internal and external teams to ensure timely and accurate intervention of WO exceptions and onsite job completion.

ROLE'S DUTIES RESPONSIBILITIES1, AND AUTHORITY

Service Dispatch Management

• Proactively monitors Work Order (WO) to ensure that it flows correctly from Lexmark system to the Service Partner's system and communicates internally and externally to avoid any delays
• Investigates any WO exception or fallouts and raise to the Key User when needed

Missed SLA Reason Coding

• Monitors all open WOs and execute applicable intervention/s in order to meet the customer SLA or avoid further service delay.
• Ensure correct missed SLA reason coding in the system for accurate Customer SLA reporting

Work Order / Sales Order Exception Management

• Monitors queue for work orders with covered service issues, checks and fixes warranty agreement
• Monitor dispatch & debrief queues
• Monitors the queue for sales orders with exception. Verifies the exception, logs a case, creates manual sales orders, and cancels the sales orders with error

Process Documentation and Process Improvement

• Ensure updated process documentation with regular review with SME/leadership.
• Possess a continuous improvement mindset and be able to come up with initiatives to make the current process more efficient or to save costs.
• Responsible in generation, analysis, and management of required reports using standard tools and practices. Updates daily operational trackers with correct information for monitoring and reporting purposes

EDUCATION & EXPERIENCE

• Bachelor's Degree Holder
• At least 1 year of relevant work experience not limited to customer service, business process and the like

SKILLS

• Proficient in English, and Fluent in Spanish
• Customer Focus
• Problem Solving
• Reasoning Ability
• Proactive attitude
• Ability to work independently
• Collaboration and Coordination
• MS Office proficient skills

How to Apply ?

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