Territory MGR III

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).

* 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.

* 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.