Job description
About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
- Position acts as leader/expert who mentors project team members; Has subject matter expertise in NCR’s business offerings and solutions, systems, and portions of process architecture; Provides input to others in setting the direction for future processes and infrastructure changes; Assumes full accountability for overall success of a project through deployment
- Has oversight of Program Management Process from Concept Phase through Deployment
- Fully understands the end to end incident management process and can influence necessary improvements to enhance quality and/or profitability.
- Applies analysis and independent judgment to both routine and non-routine information
- Develops reporting tools for use in business management
- Manages lifecycle of multiple key information solutions
- Position required to provide thought leadership and technical and/or industry expertise around service delivery enabling profitable growth of their assigned customer account
- Own the key service relationship with the customer, and is responsible for ensuring that WCS services are cross-sold and customer satisfaction is maintained; Position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer
- Schedule and conduct regular meetings with customers to review service quality, plan and ensure new service assumption quality, review WCS policies and procedures, discuss customer-specific service issues, seek to uncover new WCS service opportunities, and ensure the integrity of all account information
- Position required to continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements
- Assist NCR salespeople with account information gathering for the services portion of any sales motions maintenance proposals
- Take active measures to identify additional customer services opportunities and engages NCR sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business
- Position responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function
- Position must analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans
- Experienced in the Telecom and Technology industry, up to speed on the technology domains utilized in the industry.
- Experience and knowledgeable of Global Business Practices with in depth understanding of conducting business across the globe and various challenges with managing direct as well as indirect Countries as well as partners.
- Own and Manage Client P&L throughout the Globe and ensuring overall profitability initiatives.
- Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer; Use Six Sigma process and NCR improvement approach methodologies to drive elimination of defects and corrective action plans
- Review quality of customers help desk and coordinate additional training and/or process changes if necessary
- Attend vendor and customer meetings when required
- Lead a team of resources potential around the globe and have day-to-day supervisory responsibilities for account support resources; Supporting accounts with complex and/or international service requirements
- Daily job responsibilities may change based on customer need
- Maintain and update knowledge/skills through training and development opportunities
- Travel required based on account requirements
BASIC QUALIFICATIONS:
- Bachelor’s Degree
- 8+ years of related experience
- Demonstrated proficiencies in Microsoft Office Suite software
PREFERRED QUALIFICATIONS:
- Master’s Degree in a related field
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.
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.
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