Territory Manager

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Position Description:

The Territory Manager provides management and coaching support to employees in a designated territory within a region to meet customer Service Level Agreements (SLA) and maintain HW availability. He/she effectively 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. He/she actively pursues revenue opportunities while effectively controlling expenses and assigned assets. He/she maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities. The Territory Manager must work effectively with other organizations and individuals.

Education and Experience Requirements

Education:

Four-year university degree or equivalent in Engineering, Computer Science, or related technical disciplines or in Business Administration.

Experience:

• Equivalent experience or combination of education and experience will be considered on an exception basis.
• Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or support is preferred.
• Five years’ work experience in hardware and/or software support.

Key Areas of Responsibility

1. Customer Relations:

• Develop and maintain working relations with key customers in designated territory.
• Advise customers about service and service delivery, including maintenance agreements and SLA’s.
• Respond to customer opportunities, issues and complaints in a timely manner.
• May be called upon to be responsible for Service Account Management for Tier 2 customers.
• May need to visit assigned Tier 2 customer at the customer’s request or at least once a quarter.
• Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.).

2. SLA/HW Availability Performance:

• Monitor SLA performance against target for territory. Perform root-cause analysis and preventive measures for repeated escalations.
• Analyse 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 FSC Service Coordinator.

3. People Management:

• 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 counselling.
• Conduct individual and team meetings on a regular basis.
• Plan and manage vacation and training schedules effectively to meet daily availability goals.
• Execute the performance management process, which includes evaluating performance, establishing performance goals, coaching performance and implementing effective development plans

4. Financial Management (impacts the P&L):

• Promote and manage time-and-material (T&M) activities.
• Manage expenses effectively (parts, and assets).
• Be responsible for physical assets including tools, test equipment, PC 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.
• Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
• Manage accounts receivable issues.

5. FSC Coordination:

• Conduct on-going, open communications with assigned FSC Service Coordinator on an ongoing basis.
• Support the FSC Service Coordinator in managing SLA and HW availability 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.

Scope:

Direct supervision of 20+ employees.

Key contacts: customers, NCR Atleos employees, and third-party vendors.

Work Environment:

• Ability to travel as needed based on business needs.
• 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 voice mail and respond in an appropriate timeframe

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.