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.

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.

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Richmond, Virginia
Skills Desired
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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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