SUMMARY:

The SLA Owner / Service Control Tower Lead owns the daily control of MBC’s service ticket queue across print and non-print jobs, including laptops, desktops, servers, printers, MFPs, and other supported technology products.

A. SLA and ticket control

·       Monitor open service tickets daily.

·       Ensure every ticket has a customer, asset, SLA, priority, owner, next action, and due date.

·       Track response and resolution SLA performance.

·       Identify jobs at risk before they breach.

·       Escalate aging, stuck, repeated, or high-impact jobs.

·       Maintain daily SLA risk reports.

·       Run or prepare the daily service huddle.

B. Intake and triage

·       Ensure every service request is logged in the ticketing system.

·       Confirm customer, location, asset serial number, product, warranty, contract, and reported issue.

·       Categorize the ticket correctly.

·       Determine if the job is warranty, contract-covered, billable, non-warranty, internal, or unknown.

·       Route the ticket to the correct team.

C. Dispatch and technician follow-up

·       Coordinate technician scheduling.

·       Ensure jobs are assigned based on skill, urgency, SLA, location, and parts availability.

·       Chase technicians for timely and meaningful updates.

·       Reject vague updates and request specific information.

·       Escalate non-responsiveness or repeated poor updates.

D. Customer communication

·       Ensure customers receive proactive updates.

·       Acknowledge customer complaints promptly.

·       Log complaints against the correct ticket.

·       Communicate status, next steps, and expected timing.

·       Escalate technical complaints to Technical Assurance.

·       Escalate conduct complaints to Service Management.

·       Escalate billing complaints to Finance/Commercial.

E. Billing readiness

·       Ensure billable and non-warranty jobs are properly coded.

·       Confirm quote, PO, approval, labour, parts, travel, and customer sign-off where applicable.

·       Maintain a closed-but-not-invoiced or not-billing-coded report.

·       Follow up with Finance until the billing handoff is complete.

·       Prevent revenue leakage from incomplete job closure.

F. Exception control

·       Flag repeat repairs.

·       Flag unsupported DOA claims.

·       Flag missing technician evidence.

·       Flag missing parts returns.

·       Flag jobs with no updates.

·       Flag weak closures.

·       Flag jobs where customer outcome is unclear.

·       Escalate exceptions to the correct owner and follow up until closure.

G. Digital, dashboard, and AI usage

·       Use Excel, dashboards, ticket reports, and AI tools to improve visibility.

·       Use AI to summarize ticket queues, draft customer updates, identify stale tickets, and prepare huddle reports.

·       Verify AI outputs before use.

·       Protect customer and company confidentiality.

·       Help create standard templates and service workflows.