- Operate by logging into Avaya System.
- Control different Tools such as CDAX, Click Schedule, SAP, and Easitool in order to perform field resource allocation/scheduling and inventory research.
- Manage the Field Engineer calendar and select the appropriate resource with the correct product skills according to the region in which the customer is located.
- Process cases by contract priority.
- Analyze part descriptions to find Alternative Parts Solutions.
- Evaluate exceptions to deliver the part, according to customer needs and entitlement.
- Take care of urgent request from stakeholders and management.
- Respond calls from internal or external customers to provide information about onsite and part status.
- Establish contact with Stakeholders by phone, email or through internal chat, of the respective scenarios in order to take additional steps to solve customer problems.
- Utilize databases to match HP obligations against customer contracts.
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