Restaurant PARTNERS LOG IN CAREERS RESOURCES CONTACT US GLOBAL - ENGLISH SELECT - LANGUAGE FULL SITE Home Industries Products and Services About NCR Newsroom Support Responsibilities for NCR and NCR-Authorized Service Partners About NCR › Authorized Service Partners › Responsibilities Responsibilities ← Authorized Service Partners NCR: Author, manage, update and maintain the Master Agreement as well as provide amendments for any changes and additional sites/parts to be serviced with as much notice as possible Take the first call from the customer, diagnose the issue, and determine if on-site service is required Provide dispatching, equipment management, escalation, and billing procedures to our ASPs; this will provide our ASPs with the tools needed for smooth execution of dispatches Authorization to perform service and any pertinent authorization updates will be provided by NCR to eligible ASPs; authorization and updates include but are not limited to mandatory webinars, client web posts, RTS Documents, and alert bulletins An ASP hotline will be provided for technicians to log arrival and completion time and receive technical support throughout the duration of the call as needed RTS documentation will be provided for all complex hardware the ASP will be replacing The NCR Dispatch Center will serve as the primary escalation point for all issues NCR will have the responsibility and ownership of managing the client relationship; ASPs should consult with the Dispatch Center immediately on any situations outside standard operating procedure Coordinate and communicate delivery of all parts to site and provide return mailing labels to ASP; ASP will usually be responsible for proper repackaging and delivery of parts to shipping facility Compensate ASP for services billed to NCR or dispute items billed in a timely manner Authorized Service Partners: Provide on-site labor at a remedial maintenance level and technical services for the computer hardware of NCR and its clients Provide support for NCR hardware during contracted SLAs including nights, weekends, and holidays (2-hour escalated service, 4-hour response, NBD, and NCD) Own and carry standard tools and test devices used in troubleshooting and repair of computer hardware Have working knowledge of RTS Documentation, replacement process, and NCR-branded parts Comply with the NCR dispatching process including responding to pages in a given time, providing periodic status updates to NCR as needed, and closing the call with NCR prior to departing any site Arrive on site, meet the client, and perform the repair while maintaining a professional demeanor and image Perform hardware maintenance services according to NCR’s established Service Levels for the client On-Site services including but not limited to full unit parts replacement, cabling, mount and bracket repairs, troubleshooting, and testing related to returning the hardware to service Obtain Work Order # from NCR for each trip to site Pack and deliver the RMA'd parts to the shipping facility within 5 days of completing the maintenance service; label the box with the return label (provided by NCR) and with the RMA number clearly showing on the outside of the box Inform the NCR Dispatch Center as soon as possible when a service call is determined to be beyond standard scope of contract Confidentially notify the NCR Dispatch Center if hardware replacement has been caused due to lightning strike, flood, user abuse, or accidental physical damage Print Share Call Us Direct 1-800-CALL-NCR (1-800-225-5627) Outside the U.S. 1-937-445-1936 Need more info? Contact Us » Related Information Become an Authorized Service Partner This assessment questionnaire is used by NCR to evaluate the candidate's abilities as well as their compatibility with NCR. Qualifications and Contractor Types In order for an Independent Service Organization (ISO) to become a Service Partner these requirements must be met. LinkedIn Facebook YouTube Twitter RSS Blogs Google+ Privacy Policy | Legal Notice | Careers | Investor Relations | Subscribe © 2013 NCR Corporation. All rights reserved.