Grzegorz T.

2nd line support, tracking calls/requests, managing and monitoring the SLA (brake fix and consumables); creating reports, performing RCA, rollout coordinating, payment process coordination (reviewing/correcting and approving monthly service actions up to 50K EUR), liaising/cooperating with AMS – topbill set up and MADC request, Order Team CEBU – consumables, Customer Facing – hardware order, Return Team – hardware return, COM – day to day operations, BOM – system related issues, SDM – service delivery processes, VM – payment process, FOM – additional billing (end user damage and IMADC request), Claim & Contract Admin – claim and payment processes, US Lab Team – media testing; coordinating defective parts management process and scrapping hardware process; incident & problem management, managing IMADC request; creating user guides, procedures, pre-configuration files; supporting service partner (OSE during break fix intervention, day to day operations), acting as a key point regarding queries and escalations; implementing mass changes using Markvision; end to end management of service delivery request; Tools: Lotus Notes, ICCM, Siebel, SAP, Fleetview, WW-TT, Markvison, Excel, ExtraView, ENOVIA.