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Title: Field Support Lead

Location: Germany, virtualGrade: 9

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position Overview

The GTS Country Lead will be an integral part of our global technical support team. This role involves collaborating closely with country leads to enhance technical support quality and drive key performance metrics in the field. The successful candidate will ensure exceptional service delivery to our customers and contribute to overall field quality through data analysis and technical support.

Responsibilities:

• Collaboration with country leads:

• Work closely with country leads to provide technical support and improve quality metrics.

• Ensure optimal service levels for customers.

• Support a variety of process compliance requirements that ensure risk mitigations and operational efficiency of supported technicians.

• Quality Improvement:

• Analyse key metrics (e.g., revisit and re-trip rates) to enhance field quality.

• Drive continuous improvement initiatives.

• Training and development:

• Work closely with services learning on new and existing training.

• Help provide local language training material for service learning.

• Train Supplier Technicians and Helpdesks as required

• Train new and existing technicians on customer equipment

• Mentor junior support team members.

• Handle customer escalations promptly.

• Assist the COL (Country Operations Lead) in resolving escalations.

• Manager Senior engineer / technician roles assigning work and projects.

• Engineer support

• Provide technical assistance to Field Technicians

• Facilitate software deployment.

• Technical knowledge sharing.

• Third party supplier support

• Assist in delivering services through third-party suppliers.

• Support 3rd party engineers with technical support.

• Deploy customer software images to engineers.

• Provide on-site assistance for complex breakdowns.

• Technical consultancy:

• Support the COL in technical matters during customer meetings.

• Collaborate with installations (TS) for staging and documentation.

• Onboarding Support:

• Assist new customers with technical requirements and logistics

Qualifications:

• Qualification in a relevant field (e.g., Computer Science, Engineering).

• Proven experience in technical support or related roles.

• Strong communication and leadership skills.

• Ability to work collaboratively across teams.

• Familiarity with NCR Voyix POS and SCO systems

• Familiarity with 3rd Party POS and SCO an advantage

Requirements of the Role

• Must be licensed to operate a motor vehicle in your jurisdiction, and agree to periodic and controlled review of telematics (GPS) data for risk analysis of driving behavior while conducting company business in a company provided vehicle (as applicable)

Help us run the world's top brands.

At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.