EMEA WorkOrder Management Specialist Spanish

Posted 3 Days Ago
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Budapest
Entry level
Internet of Things • Analytics
The Role
The Work Order Management Specialist is responsible for monitoring and managing break-fix work orders to meet customer Service Level Agreements. Key duties include service dispatch management, exception handling for work and sales orders, email inquiry management, reporting, and process improvement. The role requires communication with internal and external teams and adherence to business requirements.
Summary Generated by Built In

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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The Company
HQ: Lexington, Kentucky
10,666 Employees
On-site Workplace
Year Founded: 1991

What We Do

Lexmark creates cloud-enabled imaging and IoT technologies that help customers worldwide quickly realize business outcomes. Through a powerful combination of proven technologies and deep industry expertise, Lexmark accelerates business transformation, turning information into insights, data into decisions, and analytics into action.

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