NCR Software Support Escalation Manager in Dundee, United Kingdom
Title: Software Support Escalation Manager Location: Dundee, United Kingdom
About NCR Corporation: NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
Position Summary: The Escalation Manager is the corner stone of the NCR "Customer Success" philosophy. Working closely with internal departments to correctly position & prioritise the work necessary to resolve major customer incidents in a timely manner through professional customer communication and expectation management.
Primary Responsibilities: * Establish and lead Financial Self Service Support Organisation Critical Case Management process. * Develop & implement a weekly Critical Case Review process engaging with relevant departments across the company. * Provide assistance to Software Consultants to drive issues to resolution with a high sense of urgency. * Take the lead in developing action plans, internal status updates and customer communication during critical incidents and escalations. * Requires frequent contact with Senior Leadership Team, Development management, Sales, Software Support and customers. * Candidates must be technically competent in the solutions supported by the team with a deeply process and detail-orientated mind-set. * Create a passion for "Customer Success" in challenging cross-functional situations.
Experience and Desired Skills: * Superior interpersonal skills and the ability to effectively communicate with all levels of management in a crisis situation, ranging from technical and non-technical key players to Executive teams. * Motivated self-starter with a strong work ethic and ability to work effectively under pressure. * Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc. * Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans. * High sense of urgency and ability to deliver consistent results and world-class customer satisfaction. * Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment. - Highly attentive to detail in both written and oral communication. * Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol * Experience supporting mission-critical software technologies
EEO Statement Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies* **
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
Job Engineering Support
Title: Software Support Escalation Manager
Location: United Kingdom-Dundee
Requisition ID: 0064874_P0223189