Supervisor Field Service in Stockport

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

The Territory Manager will be accountable for the end to end service delivery of Field Services within a specific geographic territory. The Territory Manager will be responsible for the overall delivery of services to our customers through effective management of Engineer resource.

• Work closely with all service functions in a matrix management structure to deliver and exceed operational and commercial targets and deliver industry leading service to our customers.
• Ensure all support and maintenance services within a defined territory are delivered to the required performance standards and contractual obligations.
• Proactively participate in the management of Field Operations to achieve overall targets.
• Act as the Manager for support and maintenance service delivery within a defined territory and the wider geographic area outside normal working hours, on a rota basis.
• Manage the set-up of any new support and maintenance services within a defined territory, including ensuring sufficient resource and skill levels are in place before the start of any new service and that staff are equipped and fully briefed on service requirements.
• End to end management of projects within territory, e.g. Pilots, FCOs etc.
• Ensure replacement parts are utilised only where the diagnosis proves it is essential to do so and spares are returned in a timely manner and in accordance with logistics procedures.
• Ensure all chargeable / avoidable fault calls are identified and reported.
• Work closely with the Quality and Service Improvement Team to support and develop continuous improvement for your designated employees, territory and wider business, both in terms of operational KPI improvement and cost and call reduction programs.
• Continuously analyse if available resources and skills are sufficient to meet daily business requirements and initiate necessary actions.
• Manage the attendance, productivity and performance levels of employees within territory and take remedial action to address underperformance.
• Plan and implement training plans, performance improvement plans (PIPs) or other remedial action to achieve service excellence.
• Manage process adherence of designated employees, understand process failings from employee's perspective and actively work to reduce non-compliance.
• Provide leadership to designated employees and communicate corporate and local targets and frameworks providing clear direction.
• Encourage employees to take over accountability and responsibility.
• Engage staff in territory, promoting high employee satisfaction levels.
• Facilitate one-to-one coaching and motivate designated employees to always give their best to achieve operational service excellence.
• Support the induction and orientation of new employees.
• Develop "new talents" within the company.
• Define and schedule all trainings and audits for employees and manage certifications.
• Plan available resources into a solid shift plan to cover daily business in aspects of service hours, required skills etc.
• Complete ad hoc duties and tasks allocated through line management chain.

• College educated at a minimum.
• Experience in a Field Service environment highly desirable.
• Fluent business English skills (Written and spoken).

Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.