**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 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. \#LI-MV1 #LI-remote