HOW YOU CAN MAKE AN IMPACT
The NCR Team Lead oversees daily operations, team performance, and service delivery for NCR-related functions. This role ensures that customer expectations are met through effective team coordination, technical support, claims management to suppliers, workflow management, and adherence to operational standards.
Key Responsibilities
• Supervise and support a team of NCR technicians, analysts, or support specialists.
• Oversee KPI's workload distribution, and daily task assignments.
• Support ISO and IRIS audit activities with a strong demonstration of process expertise, compliance alignment, and consistent application of established practices.
• Manage all supplier claims activities to ensure full remediation of NCR‑related costs and prevent financial impact to the organization.
• Serve as the first point of escalation for technical issues or customer concerns.
• Monitor team performance and service quality to ensure SLA compliance.
• Conduct regular team meetings, training, and performance check-ins.
• Coordinate NCR activities vendors.
• Ensure accuracy of documentation, service tickets, inventory and asset records.
• Identify opportunities to streamline processes, reduce downtime, and improve service flow.
• Maintain compliance with company policies, IT security standards, and operational guidelines.
• Support continuous improvement initiatives and contribute to best‑practice development.
• Build strong relationships with suppliers, Project teams, Production teams and internal business partners.
• Communicate updates, timelines, and service impacts clearly and professionally.
• Gather feedback from production and project teams and implement corrective measures where appropriate.
• Submit corrective actions to suppliers for root cause analysis and implementation of preventive actions.
• Oversee submission of quarterly scorecards and lead supplier engagement in development activities.
• Cross functional interaction with engineering, logistics, supplies, field service engineers and project managers.
• Ability to work in fast-paced environments with shifting priorities.
QUALIFICATIONS
• Bachelor's degree in Information Technology, Computer Science, Business Technology, or a related field.• 2–5 years of experience with NCR systems.
• Proven experience in team leadership, preferably in a technical support, helpdesk, or customer service environment.
• Ability to manage risks, troubleshoot issues, and make data-driven decisions.
• Proficiency in CRM systems, ticketing tools, or project management software.
• Strong understanding of railway applications, regulations, hardware troubleshooting, or comparable support environments.
• Develop and execute negotiation strategies that maximize value while minimizing risk, aligning with organizational goals.
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with technical and non-technical stakeholders.
• Fluent in English, both verbal and written. German is a plus.
• Ability to relocate to Salt Lake City, UT (if applicable).
