NCR

Job Description:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: o 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 o Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications o Actively pursues revenue opportunities while effectively controlling expenses and assigned assets o Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities o Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory o 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, FSC Service Coordinators, etc.) o 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 o Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator o 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 o 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 o 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 o Balance tiered workforce in order to successfully deliver service to customers o Plan and manage vacation and training schedules effectively to meet daily availability goals o Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets) o 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 o Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities o 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 10+ 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 voice mail and respond in an appropriate timeframe.

Salary: Not Disclosed by Recruiter

Industry: IT-Hardware & Networking

Functional Area: IT Hardware, Technical Support, Telecom Engineering

 Technical Support Manager

Role: Technical Support Manager

Keyskills: Asst. Field Service Manager

Desired Profile:

BASIC QUALIFICATIONS: Bachelor's Degree

Education:UG -Diploma - Electronics/Telecommunication 

PG - PG Diploma - Electronics 

Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required

Company Profile:

NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the worlds first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the "anywhere, anytime" convenience that todays consumers demand. Help lead the way to the next generation of self-service technology by revolutionizing how consumers interact with businesses around the world.

Contact Details:

Recruiter Name:Not Mentioned

Telephone:Not Mentioned

Reference Id:642324

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