Territory MGR III
NCR Corporation
(Richmond, Virginia)At NCR, our assisted and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, retail
The Territory Manager provides management and coaching support to employees in a designated district within an area in order to meet customer Service Level Agreements (SLA).
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He/she effectively manages all district activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction.
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The Territory Manager is responsible for developing employees, promoting teamwork, and fostering open and effective communications.
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He/she effectively controls expenses and assigned assets.
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The Territory Manager must work effectively with other organizations and individuals.
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Monitor SLA performance against target for district.
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Perform root-cause analysis and preventive measures for repeated escalations.
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Analyze issues for missed targets and implement corrective actions.
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Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the Service Coordinator.
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Direct supervision of up 40+ employees. Monitors group/individual objectives of TM1’s and 2’s for alignment of NCR Strategies.
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Ensure an environment that promotes effective communications, positive employee relations and teamwork.
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Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.
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Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities.
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Monitor performance improvement issues and provide appropriate coaching and counseling.
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Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews.
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Conduct individual and team meetings on a regular basis.
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Balance tiered workforce in order to successfully deliver service to customers (U.S. and Canada only).
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Plan and manage vacation and training schedules effectively to meet daily availability goals.
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Financial Management (impacts the P&L)
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Promote and manage time-and-material (T&M) activities.
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Manage expenses effectively (overtime, parts, assets). Performs cost analysis across service areas.
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Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order).
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Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.
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Contribute to the review and revision of appropriate parts inventory levels.
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Manage employee-related and miscellaneous expenses. FSC Coordination
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Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis.
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Support the FSC Service Coordinator in managing SLA performance.
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Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive.
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Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization.
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Consult with the FSC Service Coordinator on the best of use of resources from the district.
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High School Diploma or GED
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Must be a local candidate Must be authorized to work in the U.S.
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Must have a valid driver's license
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Must pass comprehensive background check including credit check, criminal, driving record, and drug screen.
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Must have the ability to carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.) and prolonged travel as needed.
Preferred Qualifications:
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Bachelor’s degree
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A+ certification
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2 year degree in electronics or computer technology
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At least 2 years of hands-on POS/ATM repair experience in a customer field environment
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At least 2 years of PC repair experience in a customer field environment.
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EEO Statement Integrated into our shared values is NCR's commitment to diversity.
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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.
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We believe in understanding and respecting differences among all people.
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This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.
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Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Questions
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- Coaching
- Computer
- Cost Analysis
- Counseling
- Customer Satisfaction
- Electronics
- Knowledge of Employee Relations
- Financial Management
- Hiring
- Interviewing
- Maintaining Schedules
- Management
- Managing Budgets
- Performance Management
- Point of Sale System (POS)
- Posting
- Profit and Loss
- Repairs
- Stock Management
- ATM Implementation
- Reviews
- Time and Materials Contract
- Service Level Agreement

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