Territory Manager

Title: Territory manager

Location: Milano area

Grade: 11

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction

Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications

Actively pursues revenue opportunities while effectively controlling expenses and assigned assets

Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory

Respond to customer opportunities, issues and complaints in a timely manner; 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 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

Balance tiered workforce in order to successfully deliver service to customers

Plan and manage vacation and training schedules effectively to meet daily availability goals

Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and 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

Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities

Conduct on-going, open communications with assigned FSC Service Planner daily basis; Support the FSC Service Planner 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; Consult with the FSC Service Coordinator on the best of use of resources from the territory

QUALIFICATIONS:

• Diploma (technical preferred)
• Fluency in Italian and English language on a professional level
• 5+ years of related experience including supervisory experience
• Previous experience as a group, team, or project leader; other supervisory/leadership capacity in technical services or support is preferred
• Ability to travel as needed based on business needs
• Ability to manage a changing environment; Ability to quickly assess situations and make appropriate decisions to meet competing demands
• Remain as up-to-date as possible on industry products and trends
• Perform rotational on-call duties as required
• Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe

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