Senior Service Operations Agent - Proactive Solutions

<p align="center"><b>Start something great today. Go Goodyear</b></p> <p align="center"> </p> Location:Bucharest/Romania   <p><span><span><b><span>Job description Senior Service Operations Agent - Proactive Solutions</span></b></span></span></p> <p> </p> <p><span><span><b><span>Primary Purpose of the Position</span></b></span></span></p> <p><span><span><span>GBS Proactive Solutions Agent role is responsible for taking care of difficult and special tasks, organizing activities, sending reports, being accountable for key processes such as TPMS registration, Fleet Tracker registration, quality checks, urgent requests in order to support and deliver the best service for Proactive customers.</span></span></span></p> <p><span><span><span>Ensure customer satisfaction by on time and qualitative registration of vehicles: including follow up of registration backlog and quality assurance. Secure accurate documentation of daily activities and processes in platforms (current and new), SAP and Sharepoint and focus on clear and standardized communication with Luxembourg Proactive Solutions team</span></span></span></p> <p><span><span><span>Full ownership of registration, quality checks, customers creation, requesting information, triggering commands, executing troubleshooting, TCU decoding and handling new products such as DOR, Fleet Tracker, etc. 'Work closely together with the Local Agents and Analysts and the GBS team to deliver services on the highest level.</span></span></span></p> <p><span><span><span>Specialist in registration process, performs quality checks and handle troubleshooting’s, sending commands on TCU decoding contracts creation, swaps, tickets creation, closure and updates, etc.</span></span></span></p> <p><span><span><span>Delivers and supports complex activities inside the team.</span></span></span></p> <p><span><span><b><span>Principle Duties and Responsibilities</span></b></span></span></p> <p><span><span><span>Save Installation Protocols (IP)(Requesting information from Key contact person)</span></span></span></p> <p><span><span><span>Vehicles Registration (Customer &amp; vehicles creation - New platform; Swaps; Fleet Tracker registration; New customers released - email)</span></span></span></p> <p><span><span><span>Quality Assurance (Triggering commands - OTR vehicles;TCU decoding for different layouts; Daily TCU decoding)</span></span></span></p> <p><span><span><span>Vehicle deletion (TCU deactivation)</span></span></span></p> <p><span><span><span>Update the New Sharepoint 1.3</span></span></span></p> <p><span><span><span>Tickets creation, closure &amp; updates</span></span></span></p> <p><span><span><span>Point of contact for junior colleagues in the team.</span></span></span></p> <p><span><span><span>Prepare and deliver trainings to the new associates on the business processes</span></span></span></p> <p><span><span><span>Proactively identify and raise process concerns; offers support for CI projects</span></span></span></p> <p> </p> <p> </p> <p> </p> <p><span><span><b><span>Experience</span></b></span></span></p> <p><span><span><span>2-3 years working experience in a support function (help desk, customer service…), experience with SAP is desired.</span></span></span></p> <p><span><span><span>Minimum 1-year experience in Proactive Solutions Business role</span></span></span></p> <p><span><span><span>No major escalations received.</span></span></span></p> <p><span><span><span>Strong knowledge of the Commercial business &amp; specific activities of the department.</span></span></span></p> <p><span><span><span>Experience in working with specific platforms and Excel.</span></span></span></p> <p><span><span><b><span>Knowledge &amp; Skills</span></b></span></span></p> <p><span><span><span>Bachelor’s degree in business or technical related matter.</span></span></span></p> <p><span><span><span>Excellent verbal and written communication skills in English and second language depending on cluster</span></span></span></p> <p><span><span><span>Ability to follow procedures and sequential processes.</span></span></span></p> <p><span><span><span>Critical thinking skills, analytical mindset, ability to drive process efficiencies</span></span></span></p> <p><span><span><span>Team player and strong interpersonal skills</span></span></span></p> <p><span><span><span>Proven ability to work on own initiative</span></span></span></p> <p><span><span><span>Diligent – ensure deadlines are met and priorities are balanced accordingly</span></span></span></p> <p> </p> <p>Goodyear is one of the world's largest tire companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to <a href="http://www.goodyear.com