Position: Territory Manager

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 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.).

1. SLA Performance:

• 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.

1. 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 counseling.
• 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
• Execute on the Corporate Workplace Employee Health and Safety Polices

1. 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.

1. FSC Coordination:

• Conduct on-going, open communications with assigned FSC Service Coordinator on an ongoing 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:

Direct supervision of 50+ employees.

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.

Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe