EMEA WorkOrder Management Specialist Spanish

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 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

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 and communicates internally and externally to avoid any delays
  • Investigates any WO exception or fallouts and raise to the Key User when needed
• 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.
• Missed SLA Reason Coding
  • 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

• Mailbox Management

• Handles email inquiries received in designated task IDs and ensures that WOM/Claim-related emails are responded to within SLA
• 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

• 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.

Performs all other tasks as directed by the management. These tasks may include those directly or indirectly related to Work Order/Claim Management within the business area. Completes company-mandated online courses and/or trainings.

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