Territory Manager II - Philadelphia, PA / Southern New Jersey

NCR Atleos•PENNSYLVANIA, VIRTUAL, DE

About The Position

NCR Atleos is hiring a Territory Manager II to manage district activities and ensure delivery of on-site support services across Philadelphia, Pennsylvania, Southern New Jersey, and Delaware. The role focuses on customer and employee satisfaction, effective service delivery, expense and asset control, and meeting customer Service Level Agreements (SLAs). The Territory Manager II directly supervises 45 or more employees, including a TOS who may manage some employees directly. The manager mentors the TOS and direct and indirect reports, develops relationships with internal customers, addresses service issues and escalations, and supports hiring, performance management, coaching, and counseling. The position also involves tracking employee-related expenses and physical assets, coordinating schedules, and maintaining regular communication with planners, coordinators, and the team. NCR Atleos is headquartered in Atlanta and describes itself as a leader in expanding financial access. Its 20,000 employees support financial institutions and retailers worldwide. Full-time employee benefits include medical, dental, life, and vision insurance; short- and long-term disability; paid vacation; and a 401(k).

Requirements

High school diploma or GED; equivalent experience or a combination of education and experience may be considered on an exception basis.
Five to eight years of work experience in hardware and/or software support.
Local residence within the assigned service area.
Valid driver's license.
Authorization to work in the United States.
Ability and willingness to pass a comprehensive background check, including credit, criminal, driving-record, and drug screening.
Ability to lift and carry tools and parts weighing up to 50 pounds.
Willingness and ability to travel for prolonged periods as needed.

Nice To Haves

Bachelor’s degree preferred.
Previous experience as a group, team, or project leader, or in another supervisory or leadership capacity in technical services or support.

Responsibilities

Manage district activities to ensure delivery of on-site support services while controlling expenses and assets.
Directly supervise 45 or more employees, including a TOS who may have some employees as direct reports.
Respond to customer opportunities, issues, and complaints in a timely manner.
Mentor the TOS and all direct and indirect reports.
Develop relationships with internal customers and advise them about service delivery, maintenance agreements, and SLAs.
Perform root-cause analysis and implement preventive measures for repeat escalations.
Help resolve escalations caused by resource problems, including disciplinary and soft-skills issues.
Conduct hiring activities and monitor performance-improvement issues.
Coach and counsel team members.
Track expenses and financial items such as overtime and other employee-related costs, as well as physical assets such as tools, test equipment, vehicles, and service parts.
Set objectives, conduct quarterly and annual performance reviews, and manage vacation and training schedules.
Maintain ongoing communication with planners and coordinators.
Conduct regular individual and team meetings.