Atlanta, Georgia

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Field Service Team Lead

Are you someone who loves trying to solve problems that no one's ever solved before? You're great with theories, principles, and concepts, and can you multitask with the best of them and really enjoy moving projects from start to finish. You are also great at providing support and mentoring other Customer Engineers (CE). You provide direction, instructions and guidance to a group of individuals. You are a true specialist, one who is responsible for and capable of gathering information from a wide range of sources to resolve problems with unknown solutions. You are superb at coaching and mentoring - an effective team leader that encourage team members and inspires the trust and respect of the team and stimulates production within the workplace.

Sound familiar (and exciting!)? Then you'll feel perfectly at home as NCR's newest Field Service Team Lead (CE TL). In this role, you'll provide your professional judgment as you co-ordinate daily operations within the assigned workgroup. With your degree in-hand (or some seriously equivalent work experience), you'll be our lead who is able to take initiative and keep projects on schedule while ensuring consistency with processes and procedures.

What makes this more exciting? Knowing that it's all to help make life easier for people all over the world, through more than 550 million transactions every day. Our clients are restaurants, shops, banks, and airports. They come to us for software, hardware, and services. Your skills make sure we can assist them in the ways they need it the most.

Position Summary & Key Areas of Responsibility
  • Directly coach/mentor up to 20 selected CE team members across a given territory.
  • Ability to interview all job candidates and make recommendations on final hiring decisions.
  • Responsible for on-boarding, and training of the CE group (direct reports).
  • Monitor closely the CEs under your responsibility. Support CEs on potential complex technical situations with the help, assistance, and engagement of the CES in the territory.
  • Provide recommendations to better assign CE's to work orders (WO) according to Corporate/Customer Priorities and decide course of action as needed. Balance average timing for WO's to increase productivity.
  • Coordination with the Territory Manager to ensure the CES have the proper hours, schedules, and customer coverage (includes time card approvals).
  • Ensure availability of tools for CEs. Detect training needs and execute training schedules.
  • Ensure that changes in processes and work instructions are communicated and in place. Effectively communicate with the Service Planner, Exception Coordinators and TMs to make the best decision on customer escalations.
  • Generate and monitor the proper reports that show challenges and highlight the strengths as a team and individually.
  • Serve as a coach and supporter to facilitate problem solving and accomplishment of Territory goals.
  • Monthly meetings with their CEs to show metrics results, actions. Daily follow ups with low performers.
  • Preventive Maintenance, managing, coordination and scheduling special tasks and rollouts.
  • Assist with administrative tasks such as Travel & Entertainment, Billing & payments issues, company vans, and other daily duties.
  • Manage employee recognition to ensure the CES are recognized for their contributions.
  • Proper communication with CE Team which includes; live vs. text, group vs. individual, with purpose and value in mind, and timely.
  • Ability to coach and counsel from a performance, attendance, and policy standpoint with oversight and approval of TM.
  • Provide extra capacity to run service calls as instructed by the Territory Manager.
  • Travel is required - You will be expected to travel between 3-4 days a week within the workgroup.
  • Ability to shift focus to other CE groups within the territory to help with best practices and overall productivity.
  • Duties as assigned by the Territory Manager.

Basic Qualifications

  • High school diploma or GED (though a Bachelor's degree and CompTIA, N+ certifications are preferred)
  • Must be a local candidate (this position is not eligible for paid relocation)
  • Must be authorized to work in the U.S.
  • Must have a valid driver's license and driving record that satisfies NCR fleet requirements
  • Ability to perform essential functions of the job with or without a reasonable accommodation for a disability or based on religion
  • Essential functions of this position include prolonged travel with driving up to approximately 8 hours per day, rotating shifts, carrying and lifting tools and parts weighting up to 50 lbs., and bending, squatting, walking, standing and/or sitting for prolonged periods of time

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

Full time employee benefits include:
  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Vision Insurance
  • Short/Long Term Disability
  • Paid Vacation
  • 401k

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.

Atlanta, Georgia

NCR Corporation (NYSE: NCR) is a leader in banking and commerce solutions, powering incredible experiences that make life easier. With its software, hardware, and portfolio of services, NCR enables transactions across financial, retail, hospitality, travel, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

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