Job Description

Job title: Territory Manager (II)
Location: Switzerland, Virtual
Position Description
The Territory Manager provides management and coaching support to employees in a designated territory within a region in order to meet customer Service Level Agreements (SLA). 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 requirements:Four-year university degree or equivalent in Engineering, Computer Science, or related technical disciplines. German/Swiss mothertongue. English fluent. French or Italian aditional benefits

Experience requirements:Previous experience as a group, team or project leader; other supervisory/management/leadership capacity in technical services or support is preferred. Five to eight years' work experience in hardware support.

Key Areas of Responsibility:Customer RelationsDevelop 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. Support CSM with customer visits as required. Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.).
SLA PerformanceMonitor SLA & KPI 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.
People ManagementEnsure 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.
Financial Management (impacts the P&L)Promote and manage time-and-material (T&M) activities. Manage expenses effectively (overtime, parts, 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. 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.
FSC CoordinationConduct 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.

Scope:Revenue accountability (Americas); revenue accountability limited to T&M business (EMEA) Direct supervision of 30-45 employees (average). Key contacts: customers, NCR 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. Typically, on-call duty is every 4-8 weeks for a one-week period (7 x 24). Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe.

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