NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries.
NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.
TITLE : Assistant Territory Manager
Grade : 9
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY :
Position provides management and coaching support to employees in a designated territory within an area in order to meet customer Service Level Agreements (SLA);
Monitor SLA performance against target for territory
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; Effectively controls expenses and assigned assets
Develop and maintain 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 (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, Service Coordinators, etc.)
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 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
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
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
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
PREFERRED QUALIFICATIONS :
5-8+ years of related experience
Bachelor's Degree in a related business or technical discipline OR the equivalent combination of education, technical training and work experience
Previous experience as a group, team or project leader; other supervisory / leadership capacity in technical services or field support
Strong analytical and organizational skills
Excellent verbal and written communication skills
Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.
Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
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