Territory Manager (II)

Job title: Territory Manager (II)

Location: Zurich, Switzerland

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 Relations

• 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.
• 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 Performance

• Monitor 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 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.
• 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 Coordination

• 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.

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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