WORK ORDER MANAGEMENT SPECIALIST
Business Area: Onboarding to Resolution - Order Management
Job Summary:
The Work Order Management Specialist is responsible for monitoring and doing the required intervention of the break fix Work Orders (WO) to meet the contracted customer Service Level Agreement.
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.
Key Roles and Responsibilities:
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Service Dispatch Management
- Proactively monitors Work Order (WO) to ensure that it flows correctly from Lexmark system to the Service Partner’s system.
- Investigates any WO exceptions or fallouts and raises to the Key User when needed to avoid any impact to service fulfilment. Must always be ready to execute BCP if advised.
- Communicates to the customers, partners and/or all other relevant parties any service-related updates including but not limited to service delays, special arrangements, or customer attendance requests.
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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.
- Collaborates with Technical Support as well as other back-office teams (ex. SOM, Contracts) for technical consultation, asset set up correction, and/or ensure availability of parts required to proceed with the service.
- Escalates WO using the established escalation procedure to relevant support group/s.
- Catches potential service miss proactively through tight intraday WO monitoring and execute workaround options to mitigate the situation.
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Debrief Exception Management
- Monitors incomplete job closures and intervenes with exceptions to ensure that completed jobs are closed and are eligible for payment.
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Missed SLA Reason Coding
- Ensure correct missed SLA reason coding in the system for accurate Customer SLA reporting.
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Mailbox Management
- Handles email inquiries received in designated task IDs and ensures that WOM-related emails are responded to within 1 hour from receipt.
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Reporting Requirements
- Responsible for generation, analysis, and management of required reports using standard tools and practices. Updates daily operational trackers with correct information for monitoring and reporting purposes.
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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 Management within the business area. Completes company-mandated online courses and/or training.
Education, Experience and Certifications Basic Requirements:
- Bachelor’s Degree holder
- 2 years of customer service experience
- Proficient in English both oral and written
- Proficient in MS Office (Word, PowerPoint, Excel etc.)
You may send your application to recruitment@lexmark.com.