Territory Manager at NCR Corporation

Ref Id: 0071742
Grade: 12

Position Summary and Key Areas of Responsibilities

• 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 (U.S. and Canada only)
• 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
• Meet Country's Business and Operations Plan

Basic Qualifications

• Bachelor's Degree
• 5-8+ years of related experience including supervisory experience

Preffered Qualifications:

• Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or support is preferred.