General IT and Telecoms

Field Services Manager Jobs at a Global Technology Company

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 ( is headquartered in Duluth, Georgia.

We are recruiting to fill the position of:

Job Title: Field Services Manager

Ref No: 0063993_P0221872
Location: Lagos
Grade: 12


  • 5-8+ years of related experience
  • Bachelor’s Degree in a related business or technical discipline (Computer Science/Engineering / Electrical / IT related courses) OR the equivalent combination of education, technical training and work experience
  • Fully fluent in English
  • Previous experience as a group, team or project leader (20+ employees); other supervisory/leadership capacity in technical services or field support
  • Strong analytical and organizational skills
  • Excellent verbal and written communication skills
  • Ability to manage a changing environment; ability to quickly assess situations and make appropriate decisions to meet competing demands; remain as up-to-date as possible on industry products and trends; perform rotational on-call duties as required; ability to manage daily communication such as e-mail and phone calls and respond in an appropriate timeframe
  • Ability to travel as needed based on business needs

Position Summary & Key Areas of Responsibility

  • The Territory 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 Territory Manager is responsible for developing employees, promoting teamwork, and fostering open and effective communications
  • The Territory Manager actively pursues revenue opportunities while effectively controlling expenses and assigned assets
  • The Territory Manager maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
  • The Territory Manager is responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory
  • The Territory 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 Territory 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
  • The Territory Manager solves escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator
  • The Territory 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 Territory 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 Territory 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
  • 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
  • Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities
  • 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.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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