Unisys

Service Delivery Coordinator 3 (BB-217A8)

Found in: Talent IN

Description:

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings:, , ,

What success looks like in this role:

Position Overview:

Service delivery associate 3 will be responsible to monitor onsite service calls to completion. The role requires constant interaction with field technicians to resolve their issues through emails and calls. Inbound and outbound calls are also involved in the role. Identifying potential SLA misses and escalating them as per the defined procedure. Responsible for the SLA, Productivity, & Utilization metrics for the assigned account.

Responsibilities:

  • Monitor onsite service calls to completion
  • Inbound and outbound calls/emails.
  • Ensure SLAs are met and exceeded
  • Constantly interact with field technicians to resolve their issues
  • Apply company policies and procedures required to deliver high quality services to clients
  • Analyze recurring issues and implement corrective action plans
  • Single point of contact for inquires and escalations through e-mails and phone
  • Identify potential SLA misses and escalate them as per the defined procedure
  • Work closely with Field Service Managers and Field Engineers to identify the gaps and improve the process efficiency
  • Responsible for the SLA, Productivity, & Utilization metrics for the assigned account
  • Prior experience in Field Services will be added advantage.
  • Ensure governance around “one best way” process.

    You will be successful in this role if you have:

    Skills, Experience & Qualifications:

  • Key Skills:Excellent verbal and written communicationAttention to detailResponsible and accountableSelf-motivated / Team centeredInitiative DrivenStrong Microsoft Office (Excel, Word and Power Point) skillsCandidate need to ensure Positive Client interaction, with Zero escalationsShould be proactive in identifying issues.Proven customer service skills
  • Minimum Education Required: Example: Bachelors’ Degree
  • calendar_today1 day ago

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    info Full time

    location_on Bengaluru, India

    work Unisys

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