Territory Manager; II

Position: Territory Manager (II)
Location: Indiana
Territory Manager (II) page is loaded## Territory Manager (II) locations:
SWITZERLAND VIRTUAL, CHEtime type:
Full time posted on:
Posted Todayjob requisition :
R1150981##
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* Job title:

Territory Manager (II)
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* 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 mother tongue.
* 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…