Territory Manager

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

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

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.).

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.

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

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.

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 20+ 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

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”