The Territory Manager provides management and coaching support to employees in a designated territory within a area in order to meet customer Service Level Agreements (SLA). He/she effectively 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 must work effectively with other organizations and individuals.
Key Areas of Responsibility:
• Drive continuous productivity and quality improvements with the service being delivered by the team
• 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., disciplinary and soft-skills issues) 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.
• Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities.
• Monitor performance improvement issues and provide appropriate coaching mentoring and counseling.
• Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews.
• Conduct individual and team meetings on a regular basis.
• Responsible for the management of absence.
Financial Management (impacts the P&L)
• Promote and manage time-and-material (T&M) activities.
• Manage expenses effectively (overtime, parts, 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.
• Manage employee-related and miscellaneous expenses.
• 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.
• Participate in the UK Duty manager rota
• Duty Manager rota will involve shift working for the weekend of their rostered week, and being on call overnight for the 7 day period of their scheduled week.
• 2 days off in lieu may be claimed following duty manger weeks
• Four-year university degree or equivalent in Engineering, Computer Science, or related technical disciplines or in Business Administration.
• Equivalent experience or combination of education and experience will be considered on an exception basis.
• Previous experience as a group, team or project leader; other supervisory/leadership capacity in technical services or support is preferred.
• Five to eight years work experience in hardware and/or software support
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Key requirement :
Dutch and English required, French preferred