Field Services Team Lead

3 weeks ago

Auckland City, New Zealand NCR Atleos Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

The position provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs). Manages territory Availability, Administration and Logistics activities to ensure delivery of on-site support services. Promotes and improves customer and employee satisfaction.
- Responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than the contractual requirement.
- Responsible for Availability management of teams of engineers, including administration of availability tools, demand to capacity planning and skills to geography analysis. (Skills Gap analysis)
- SPOC to the PMO for resourcing of Project work.
- Regular Ride-alongs with CEs (Customer Engineers) to enhance CE skill & also be updated on latest technical issues in the field.
- Responsible for working effectively with external organizations and individuals; Developing and maintaining working relations with Territory Manager, Customer Success Managers, Field Support Centre (FSC) and various other internal delivery arms of the organization.
- 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.
- Plan and manage vacation and training schedules effectively to meet daily availability goals.
- 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.
- 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.
- New Zealand Field Operations is a 7 day per week service organization and this role will be required to manage weekend and evening escalations occasionally.
- Assist and coach new staff during onboarding process.

Capabilities:

- Prior work experience in a customer support or technical support role is required, with experience supporting customers in the Retail & Financial sector being highly desirable.
- Experience as a field-based customer engineer supporting PC and retail & financial systems would also be favourably considered.
- Fluency in general & technical communication.
- Data analytics and fluency in MS Office tools is desirable.
- Tertiary qualification in Engineering or related field, from University or College is desirable.
- Must be comfortable and able to present targets\updates\monthly reviews to senior management.

Technical Skills:

- Working knowledge of Microsoft Windows products.

Personal Skills:

- Listening and communication skills.
- Analytical skills.
- Problem solving skills.
- Strong team player.
- Self-starter.

Education and Experience Requirements
- 4 year technical degree or 3 year technical diploma preferred or equivalent experience
- PC literacy
- Good English communication skills & telephony etiquettes (English first language favourable)

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

EEO Statement

Integrated into our shared values is NCR'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 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 has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

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