Assistant Territory Manager at NCR Corporation

Headquartered in Duluth, Georgia, with approximately 29,000 employees globally and conducting business in over 180 countries; our software, hardware and portfolio of services enables nearly 550 million transactions everyday across retail, financial, travel, hospitality, telecom, technology and small businesses. We run the everyday transactions that make your life easier.

We are recruiting to fill the position below:

Job Title: Assistant Territory Manager

Ref No: 0056960_P0072605
Location: Lagos
Grade: 9
Job: Customer Engineering
Schedule: Full-time

Position Summary & Key Areas of Responsibility

• Position provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
• Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications
• Actively pursues revenue opportunities while effectively controlling expenses and assigned assets
• Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
• Responsible for working effectively with other organizations and individuals; Developing and maintaining 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 (Sales Account manager, Service Account Managers and Analysts, Call center Teams etc.)
• Monitor SLA performance against target for territory; 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 FSC 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
• 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
• 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
• Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
• 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

Basic Qualifications

• Bachelor's Degree in Computer Science/Engineering / Electrical / IT related courses
• 5+ years of related experience including supervisory experience Previous supervision of 20+ employees
• 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 phone calls and respond in an appropriate time-frame.