Territory Manager II - Chicago, IL

NCR Atleos•Chicago, IL

1d•Hybrid

About The Position

The Territory Manager II (TM) leads an assigned territory and is accountable for the performance, development, and overall experience of 50–55+ Customer Engineers (CEs) across a defined geographic area. This role balances strong people management with operational execution, ensuring CEs are supported, engaged, and aligned to clear performance expectations. The TM II consistently delivers high‑quality customer service by building a performance‑driven culture, developing talent through coaching and accountability, and aligning territory priorities with broader business objectives. Through effective workforce planning, resource optimization, and collaboration with other Field Service Delivery teams including Business Operations and Field Service Delivery leadership, the TM II drives service excellence, employee engagement, and sustained business results.

Requirements

Bachelor’s degree or 3 years of related experience
Customer-focused, detail-oriented, and able to manage multiple priorities under pressure
Understanding of the specific industry’s operations, challenges, and best practices
Experience managing projects and implementing new initiatives
Strong communication, leadership, and problem solving skills
Strong team orientation
Proficiency in Microsoft Office and other business analytics tools
Ability to travel frequently within the assigned NSA
Must live within the Assigned Territory.

Responsibilities

Make final hiring decisions and ensure all candidates clearly understand job expectations and have a positive interview experience.
Ensures CEs complete all required training, including new‑hire onboarding, annual compliance training, and any additional training assigned by leadership.
Ensure CEs understand and stay aligned with job expectations as their skills and experience grow.
Maintains knowledge of performance standards and holds CEs accountable to them.
Uses performance improvement tools—including PIPs—to support growth and drive results.
Maintains appropriate staffing levels within the territory.
Uses regular touchpoints, team events, and other engagement tools to promote positive employee experience and strong retention.
Spends at least three days per week in the field meeting with CEs.
Provides consistent managerial oversight and service leadership seven days a week across all operating periods.
Sets expectations for vehicle maintenance, professional appearance, parts management, and customer service.
Collaborates with FOS leadership to review metrics and align workforce efforts with business goals.
Serves as the first point of escalation for customer issues.
Coach, develop, and motivate CEs to achieve performance and professional growth.
Provides clear direction and feedback, adapting style to individual needs.
Selects and hires high‑quality candidates.
Uses structured onboarding, training, and performance tools to build a strong team.
Sets clear expectations, monitors results, and holds CEs accountable.
Identifies performance gaps and applies improvement strategies, including PIPs.
Communicates expectations, feedback, and changes clearly and professionally.
Builds trust with CEs, customers, and cross‑functional partners.
Builds a positive team culture across within and across workgroups
Ensures adherence to company standards for vehicle maintenance, professional appearance, parts management, and customer experience.
Provides in‑field coaching and conducts regular ride‑alongs a minimal 2-3 times per week.
Serves as the first escalation point for customer issues.
Ensure CEs deliver consistent, high‑quality customer experience.
Works closely with FOS leadership and other stakeholders to evaluate metrics, improve performance, and support business objectives.
Manages labor hours, scheduling, and overtime while maintaining high service quality
Maintains appropriate staffing levels and anticipates hiring needs.
Identifies issues quickly, uses data to inform decisions, and implements effective solutions.
Prioritizes and escalates appropriately to minimize customer and business impact.
Uses engagement strategies (touch bases, team events, check‑ins) to support retention.
Takes responsibility for territory results, CE performance, and customer experience outcomes.
Ensures follow‑through on commitments and operational standards.
Implements process improvements, removes workflow barriers, and drives consistency across the territory team
Champions new tools, workflow changes, and policy updates
Maintains focus during outages, high-volume periods, staffing challenges, or customer escalations
Quickly absorbs new technical updates, compliance standards, or operational best practices