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