**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. GEC representative II NAMER The position is responsible for reactive and proactive monitoring of all escalations within the assigned geographical location. Furthermore, the position is responsible for proactive monitoring of aged tickets and detecting issues including but not limited to the following: • Outliers • Critical clients • Impact of weather conditions on operations • Increased call volume • Increased use/shortage of parts • Software errors • Quality issues with parts • Technician productivity • Transport performance • Warehouse issues. The primary responsibility of this role is to support the activities of the FSC organization assigned within the geographical region; Responsibilities include planning, prioritizing, assigning, and monitoring all open escalations related to field operations, the field support center, and other FSC organizations. Monitoring and controlling all exceptions within specific geographical areas as assigned, including resources and parts; Identifying and escalating to the team leader or territory manager, or other relevant persons for the identified issue, any situation that will cause a work order or escalation to exceed the specified contractual response or resolution time. Recording all required information for customer complaints referred by any internal or external source and managing the escalation as defined; Maintaining effective and timely communication with FSC service planners, obtaining regular progress updates for unresolved work orders/escalations, and handling all messages that need to be conveyed to stakeholders within the assigned geographical location. Maintaining effective and timely communication with all stakeholders, obtaining regular progress updates for outstanding work, and handling all messages that need to be conveyed to stakeholders within the assigned geographical location; Prioritizing based on problem information and documented guidelines. Using information provided by territory managers to monitor the current duty schedule/technician schedule; Recording all incidents related to field/FSC availability, sick leave, holidays, and planned work obligations as they relate to the group's ability to meet demand within the geographical area. Ensuring proper and timely closure and completion of all escalations and other exceptions and resolutions related to the work as described in this document. Managing parts/coordination/escalations/exceptions as assigned; Monitoring tools, processes, and procedures for global call management. Generating daily, weekly, and monthly incident reports; Reviewing incident history to identify recurring errors. Continuous efforts invested in determining new and improved ways of performing current job definitions and workloads. The work environment may require rotation in working hours, weekend or holiday time, and/or extended working hours, as needed, to enable 7x24 operations; The position includes extended periods of computer and phone use; Emphasis may be on manual skills. Applies knowledge of procedures and activities across a broad work area; Applies attention to detail and task accuracy. Selects appropriate procedures for problem resolution that may involve unusual variations; Applies checklists for problem resolution; Uses desktop tools to maintain current customer information and generate regular reports. Works directly with customers; Resolves recurring or standard problems; Reviews incident history to identify recurring errors. Offers of employment are conditional upon passage of screening criteria applicable to the job. **Company Benefits** : + Private Health Insurance + Employee Referral Bonus Program + Wellbeing Resources + Baby Bonus + Life, Accident & Disability Insurance + Numerous opportunities for internal career pathing and advancement + Discounts for employees at NCR Atleos partners **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.