Territory MGR III

NCR Corporation

(Richmond, Virginia)

Full Time

Job Posting Details

About NCR Corporation

At NCR, our assisted and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, retail

Summary

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).

Responsibilities

* He/she effectively manages all district 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.
* He/she effectively controls expenses and assigned assets.

* The Territory Manager must work effectively with other organizations and individuals.

* Monitor SLA performance against target for district.

* 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.

* Direct supervision of up 40+ employees. Monitors group/individual objectives of TM1’s and 2’s for alignment of NCR Strategies.

* 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 (U.S. and Canada only).

* Plan and manage vacation and training schedules effectively to meet daily availability goals.

* Financial Management (impacts the P&L)

* Promote and manage time-and-material (T&M) activities.

* Manage expenses effectively (overtime, parts, assets). Performs cost analysis across service areas.

* 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.

* Manage employee-related and miscellaneous expenses. FSC Coordination

* 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 district.

He/she effectively manages all district 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.
He/she effectively controls expenses and assigned assets.
The Territory Manager must work effectively with other organizations and individuals.
Monitor SLA performance against target for district.
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.
Direct supervision of up 40+ employees. Monitors group/individual objectives of TM1’s and 2’s for alignment of NCR Strategies.
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 (U.S. and Canada only).
Plan and manage vacation and training schedules effectively to meet daily availability goals.
Financial Management (impacts the P&L)
Promote and manage time-and-material (T&M) activities.
Manage expenses effectively (overtime, parts, assets). Performs cost analysis across service areas.
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.
Manage employee-related and miscellaneous expenses. FSC Coordination
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 district.

Ideal Candidate

* High School Diploma or GED

* Must be a local candidate Must be authorized to work in the U.S.

* Must have a valid driver's license

* Must pass comprehensive background check including credit check, criminal, driving record, and drug screen.

* 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:**

* Bachelor’s degree

* A+ certification

* 2 year degree in electronics or computer technology

* At least 2 years of hands-on POS/ATM repair experience in a customer field environment

* At least 2 years of PC repair experience in a customer field environment.

* EEO Statement 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.

* This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.

* Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

High School Diploma or GED
Must be a local candidate Must be authorized to work in the U.S.
Must have a valid driver's license
Must pass comprehensive background check including credit check, criminal, driving record, and drug screen.
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:

Bachelor’s degree
A+ certification
2 year degree in electronics or computer technology
At least 2 years of hands-on POS/ATM repair experience in a customer field environment
At least 2 years of PC repair experience in a customer field environment.
EEO Statement 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.
This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.
Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.