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.

In this role, One NCR ATLEOS is about giving customers one NCR ATLEOS point of contact from the time they report an incident until it's resolved, managing all aspects of NCR ATLEOS Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.Governance ModelFrequency: Daily/Wkly/Mthly/QtrlyContent:HDW/SW/MS/ProjectsPerformance MetricsBad Actors/OutliersMarket PerformanceEntitlement/BillingChange MgmtMyNCR Portal - MyNCR is NCR ATLEOS’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.Customer set up & TrainingProfiles and passwordsWorkorder ESC/MonitoringConnection issuesService Performance Delivery of KPIs - Ensure data integrity within the NCR ATLEOS systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.SLA performance resultsOutlier Mgmt – aged WorkorderClient KPIsField Retrofit Order (FRO) Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.Endpoints registrationProper coverage in delivery systemTime & Material billing/disputesBad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.Revisit identification/improvementsRetrips isolation working with FieldExcessive failure rates of unitsDispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.Actions to eliminate workordersDispatch rule changesCIT avoidance workordersCustomer Engineer Support - Provide general and or account specific support to the customer engineer.Environmental (electrical, CIT)HDW/SWSite prep/clearanceSite access, safety issueAccount procedures Customer Profit & Loss - NCR ATLEOS internal customer profit & loss management of account profitability.Steward of the CP&L planCost containment/improvementsAR Invoices - Accounts receivable are legal claims for payment collected within contract terms.Billing disputesConcession approvalsSLA Penalties - Penalties assessed if SLA is breached.Penalty reconciliationPenalty avoidanceCall Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less. Monthly workorder mitigationOver/under reportingRight size call pack (WO usage)Sales & Opportunity Mgmt - Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.Contract RenewalsServices Contract Mgmt IssuesStatement of Work/pricingBid ReviewsParts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.Parts AvailabilityParts QualityAssumption of ServiceQuality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.HardwareSoftwarePartsSoftware Support - Software support services delivered for specific software products covered under software maintenance contract. Understand the process and be fully engaged with the software team.SW patchesSW code errorsSW testing issuesSW setup issues

QUALIFICATIONS AND EDUCATION REQUIREMENTS Technical/Vocational certification or High School diploma or, 3-5 years of related experienceDetailed oriented, analytical and/or technical experience, preferably within NCR ATLEOS ServicesDemonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft ExcelExcellent written and verbal communications skillsAbility to work in a fast-paced environment. multi-task, time management and organizational skillsAbility to identify and resolve issues with a sense of urgencyAbility to work as part of a team or independentlyWilling to work non-standard business hours as required by customers

PREFERRED SKILLSExperience in the various NCR ATLEOS Lines of BusinessesExperience of working in a managed services or outsourcing environment

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.