Field Services Manager at NCR Corporation

Ref No: 0063993_P0221872
Location: Lagos
Grade: 12

Position Summary & Key Areas of Responsibility

• The Territory Manager 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
• The Territory Manager is responsible for developing employees, promoting teamwork, and fostering open and effective communications
• The Territory Manager actively pursues revenue opportunities while effectively controlling expenses and assigned assets
• The Territory Manager maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
• The Territory Manager is responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory
• The Territory Manager advises 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.)
• The Territory Manager monitors 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
• The Territory Manager solves escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator
• The Territory Manager ensures an environment that promotes effective communications, positive employee relations and teamwork;
• Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements
• The Territory Manager conducts hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities;
• Monitor performance improvement issues and provide appropriate coaching and counseling
• The Territory Manager executes 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
• Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
• 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

• 5-8+ years of related experience
• Bachelor's Degree in a related business or technical discipline (Computer Science/Engineering / Electrical / IT related courses) OR the equivalent combination of education, technical training and work experience
• Fully fluent in English
• Previous experience as a group, team or project leader (20+ employees); other supervisory/leadership capacity in technical services or field support
• Strong analytical and organizational skills
• Excellent verbal and written communication skills
• 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 timeframe
• Ability to travel as needed based on business needs