Customer Service Liaison
1 dia atrás
Key Responsibilities:
As a Customer Service Liaison at Diebold Nixdorf, you will serve as the primary point of contact for Field Operations personnel and act as a liaison between customers, Field Operations, and internal business groups. Your role will involve coordinating and monitoring customer appointments to ensure timely and excellent customer experience. You will also be responsible for monitoring technical status to manage arrival times and shift completion, as well as monitoring job pools and schedules to identify unfilled time slots, overbooking, inefficiencies, cancellations, and other situations. Additionally, you will dispatch all assigned work within the assigned territory to field service technicians and third parties, ensuring SLAs and balancing workload between applicable resources while considering skills and spare parts availability in a most cost-effective and efficient manner.
What You Will Achieve:
As a Service Delivery Specialist, you will take action to assign or reassign work to meet customer commitments, ensuring that all assigned work is dispatched within the assigned territory to field service technicians and third parties. You will also be responsible for effective route control, appointment arrangements with customers/providers, spare parts management, debriefing quality analysis, and documentation.
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