Information Technology & Services company is looking for a Work Order and Claim Management
• Value added processes, complex tasks
• Attractive work environment
• Good internal movement opportunities
• Corporate key client portfolio
• Home office opportunity
Your tasks will be as a Work Order and Claim Management Specialist:
As Work Order Management Specialist, the role is responsible for the following:
• Service Dispatch Management
o Proactively monitor Work Order (WO) to ensure that it flows correctly from inner
system to the Service Partner’s system.
o Investigate any WO exception or fallouts and raise to the Key User when needed to
avoid any impact to service fulfilment.
o Communicate 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.
• Open Service Action Management
o Monitor 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.
o Collaborate 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.
o Escalate WO using the established escalation procedure to relevant support group/s.
o Catch potential service miss proactively through tight intraday WO monitoring and
execute workaround options to mitigate the situation.
• Debrief Exception Management
• Monitor incomplete job closures and intervene exceptions to ensure that completed jobs are
closed and are eligible for payment.
• Missed SLA Reason Coding
o Ensure correct missed SLA reason coding in the system for accurate Customer SLA
As Claims Management Specialist you will be responsible for the following:
• Case Management
o Create case for serial numbers with entitlement issues and coordinate with teams to
cater the case.
o Update the case by providing missing information
o Check D365 to ensure entitlement is fixed and updated and resolve case.
Communicate back to the partner to advise claim creation procedure.
o Coordinate with the Vendor Manager to grant entitlement and create concession for
serial numbers with entitlement issues.
• Sales Order Management
o Review backorder list, send email notification to partners and update portal comment
for the partner to view
o Review the error, create manual Sales Orders, log a ticket to investigate the error and
notify partner via email
o Monitor the queue for sales orders with exception. Verify the exception, log a case,
create manual sales orders, and cancel the sales orders with error
• Work Order Exception Management
o Monitor queue for work orders with covered service issues, check and fix warranty
o Monitor queue for exceeding parts, advise partner to create a new claim for exceeding
o Monitor queue for missing parts, add parts to work order product and ship parts to
the work order and sales order
Nice to have:
● Bachelor’s Degree
● At least 2 years of relevant work experience not limited to customer service, business process
and the like
● Proficient in English, and Native/Fluent in French
● Customer Focus
● Proactive attitude
● MS Office proficient skill