Manager, Technical Support Team

2 weeks ago

Dundee, Dundee City, United Kingdom NCR Full time

Manager, Technical Support Team page is loaded

Manager, Technical Support Team Apply locations DUNDEE, GBR time type Full time posted on Posted 30+ Days Ago job requisition id R

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.

Title: Manager, Technical Support Team
Location: Dundee, Scotland

Reporting to: Executive Engineering Director, Global Currency Templates

NCR Atleos are seeking an experienced Support, Project or Engineering Manager to join our fast-paced environment and assume responsibility for delivering a best-in-class service to our global customers.

Based in Dundee, the Manager's role is to manage, motivate and support a team of technical project managers who work with our global teams and development teams to provide best in class support for our customers. The successful candidate will work in a fast-paced, varied, challenging and technical environment. The team comprises of Technical Project Managers who provide technical guidance/support and project coordination related to the development and support of bespoke automated banknote identification and handling in a fascinating synergy of software and hardware. The manager will provide support to their team as they work with local country contacts to provide technical guidance and advice, during requirements gathering and testing of the bespoke software, liaising with NCR developers or third parties responsible to ensure those requirements are achieved. You will work proactively with each country to identify opportunities for issue avoidance and service enhancements, fully understanding current and future bank note plans and requirements specific to each country. Full training will be provided to ensure the successful applicant fully understands currency handling regulations, the hardware and software capabilities of each cash deposit and recycler device, and the systems used to track those projects. The role involves working in a very varied environment on a daily basis with technologies, customer base and projects that are constantly evolving. The role involves various areas of scope including –
  • Leadership and management of a team of 5-10 Technical Project Managers based in Dundee
  • Responsible for performance management and continued development of organisation
  • Ensure high standard of communication to all customers and internal stakeholders Acting as a mentor to the team for issues and guiding the problem resolution route and processes where required.
  • Initial escalation point for all team members and customers therefore ensuring escalated matters are addressed in a timely fashion
  • Responsible for continuous improvement both technical and business related within the organisation and contributing to continuous improvement across the business
  • Support coverage across multiple software product lines with a customer base ranging from multi-national financial institutes to local community banks in mature, established, and developing markets

Essential Skills
This role requires skills in the following areas:

  • High degree of customer focus
  • Ability to manage and motivate team
  • Excellent written and spoken English, with the ability to clearly explain complex technical information to others where English is not their first language
  • Ability to review & analyse technical data and perform technical testing as required
  • Willingness to travel on occasion if required, when permitted
  • Patient and calming manner when dealing with others during urgent incidents
  • Self-starting
  • Show capability of working in teams and independently
  • Able to work to tight deadlines
  • Ability to multi-task

Advantageous Skills

  • Ability to write and speak an additional language
  • Knowledgeable across related NCR deposit and recycler hardware and software products

Qualifications & Experience

  • Degree in a discipline related to the product technology or project management
  • Minimum of 10 years related job experience (technical support / development / technical project management) or High school education
  • Minimum of 15 years related job experience (technical support / development / technical project management)

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.

About Us

Help us bring innovation to financial institutions across the globe.

At NCR Atleos, you'll have meaningful and relevant work experiences , with opportunities to learn and make a real contribution.
We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to set ting the highest standard in self-service banking .

A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.

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