Not specified
Ref Id: 0071742_P0231165 Grade: 12 Position Summary and Key Areas of Responsibility
Position provides management and coaching support to employees in a designated territory within an area in order to meet customer Service Level Agreements (SLA); Monitor SLA performance against target for territory
Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
Responsible for developing employees, promoting teamwork, and fostering open and effective communications; Effectively controls expenses and assigned assets
Develop and maintain working relations with key customers in designated territory
Advise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner
Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, Service Coordinators, etc.)
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
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
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; Promote and manage time-and-material (T&M) activities;
Manage expenses effectively (overtime, parts, and assets)
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
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 territory
Meet Country’s Business and Operations Plan
Requirements Basic Qualifications:
Bachelor’s Degree
5-8+ years of related experience including supervisory experience
Preffered Qualifications:
Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or support is preferred.
Apply via :
https://www.myjobmag.com/job/101708/territory-manager-ncr-corporation