Field Supervisor (Spanish speaker) - Belgrade, Serbia

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Field Supervisor (Spanish speaker)

Location: Belgrade, Serbia

KEY AREAS OF RESPONSIBILITY:

• 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 by promoting and improving customer and employee satisfaction
• Position is responsible for Availability management of teams of engineers, including administration of availability tools, demand to capacity planning and skills to geography analysis
• Actively manages ad-hoc projects for the designated Territory
• Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with Territory Manager and Field Support Centre (FSC) Team Leader in designated territory
• Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.)
• 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
• Solve escalations due to resource problems (e.g., Skills, availability) in collaboration with the FSC Service Coordinator
• 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
• Balance engineering workforce by skills, shift and geography in order to successfully deliver service to customers
• Plan and manage vacation and training schedules effectively to meet daily availability goals
• 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 ES, Quickbase and other databases to ensure accurate management information is available to FSC and Field Teams
• Europe Field Operations is a 7 day per week service organization, and you may be required to participate in Weekend and Evening Management rota to ensure operations management are available during core engineer working periods.
• Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis; Support the FSC Service Coordinator and Territory Manager 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 and Territory Manager 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

BASIC QUALIFICATIONS:

• Bachelor's Degree
• 2+ years of related experience
• Ability to manage a changing environment; Ability to quickly assess situations and make appropriate decisions to meet competing demands
• Perform rotational duties as required
• Familiar with Excel and analytic tools
• Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe
• Proficient in Spanish and English

PREFERRED QUALIFICATIONS:

• Previous experience as a territory manager assistant or group, team, or project leader; detailed knowledge of Enterprise systems and European field operations.
• Lean Six Sigma Yellow belt or above

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

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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