Jobs
NCR Corporation Job in Nigeria for an Assistant Field Service Manager
NCR Corporation (NYSE: NCR) is a global technology company
leading how the world connects, interacts and transacts with business.
NCR’s assisted- and self-service solutions and comprehensive support
services address the needs of retail, financial, travel, hospitality,
gaming, public sector, telecom carrier and equipment organizations in
more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth,
Georgia.
Job Title: Assistant Field Service Manager
Position Summary & Key Areas of Responsibility
- The Assistant Field Service Manager provides management and coaching
support to employees in a designated territory in order to meet
customer Service Level Agreements (SLAs); Manages all territory
activities to ensure delivery of on-site support services by promoting
and improving customer and employee satisfaction
- The Assistant Field Service Manager is responsible for working
effectively with other organizations and individuals; Developing and
maintaining working relations with key customers in designated territory
- The Assistant Field Service Manager advises customers about service
and service delivery, including maintenance agreements and SLAs; Respond
to customer opportunities, issues and complaints in a timely manner;
Develop relationships and interact with internal customers (Sales
Account manager, Service Account Managers and Analysts, Call center
Teams etc.)
- The Assistant Field Service Manager monitors 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
- Plan and manage vacation and training schedules effectively to meet daily availability goals
- Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and 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
- The Assistant Field Service Manager is responsible for developing
employees, promoting teamwork, and fostering open and effective
communications
- The Assistant Field Service Manager actively pursues revenue
opportunities while effectively controlling expenses and assigned assets
- The Assistant Field Service Manager maintains the existing
maintenance base while promoting and pursuing additional contract
maintenance, ancillary sales and other revenue-producing opportunities
- Maintain existing maintenance bases while promoting and pursuing
additional contract maintenance, ancillary sales and other
revenue-producing opportunities
- The Assistant Field Service Manager solves escalations due to
resource problems (e.g., disciplinary and soft-skills issues) in
collaboration with the FSC Service Coordinator
- The Assistant Field Service Manager ensures an environment that
promotes effective communications, positive employee relations and
teamwork; Motivate, empower, develop and, as appropriate, recognize and
reward individual and team achievements
- The Assistant Field Service Manager conducts hiring activities,
which includes headcount approval, job posting, interviewing, selection,
and on-boarding activities; Monitor performance improvement issues and
provide appropriate coaching and counseling
- The Assistant Field Service Manager executes 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
- 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
PREFERRED QUALIFICATIONS:
- 4-7 years of related experience
- Bachelor's Degree in a related business or technical discipline OR
the equivalent combination of education, technical training and work
experience
- Strong analytical and organizational skills
- Excellent verbal and written communication skills
- Previous experience as a group, team or project leader; other
supervisory/leadership capacity in technical services or field support
How to Apply
Interested and qualified candidates should:
Click Here to Apply