Headquartered in Duluth, Georgia, with approximately 29,000 employees globally, NCR Corporation (NYSE: NCR), a global tech company. Our software, hardware and portfolio of services enables nearly 550 million transactions everyday across retail, financial, travel, hospitality, telecom, technology and small businesses.
POSITION : Assistant Territory Manager
Responsibility
- Plan and manage vacation and training schedules effectively to meet daily availability goals
- Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets)
- Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order); Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments; Contribute to the review and revision of appropriate parts inventory levels
- Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
- Provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
- Responsible for developing employees, promoting teamwork, and fostering open and effective communications
- Actively pursues revenue opportunities while effectively controlling expenses and assigned assets
- Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
- Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory
- Advise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner; Develop relationships and interact with internal customers (Sales Account manager, Service Account Managers and Analysts, Call center Teams etc.)
- Monitor SLA performance against target for territory; Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions
- Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator
- Ensure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements
- Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities; Monitor performance improvement issues and provide appropriate coaching and counseling
- Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis
- Balance tiered workforce in order to successfully deliver service to customers
- Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis; Support the FSC Service Coordinator in managing SLA performance; Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive; Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization; Consult with the FSC Service Coordinator on the best of use of resources from the territory
Qualifications
- A Degree in Computer Science/Engineering / Electrical / IT related courses
- 5+ years of related experience including supervisory experience Previous supervision of 20+ employees
- Ability to travel as needed based on business needs
- Ability to manage a changing environment; Ability to quickly assess situations and make appropriate decisions to meet competing demands Remain as up-to-date as possible on industry products and trends Perform rotational on-call duties as required
- Ability to manage daily communication such as e-mail and phone calls and respond in an appropriate time-frame.
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