CARe - NAMER Supervisor

Title: CARe- NAMER Supervisor

Location: Belgrade

Position Summary

As the CARe NAMER Supervisor, you will lead a team dedicated to proactively identifying, stabilizing, and preventing recurring issues on our ATM fleet across the North America region. Operating as a people manager within Field Support Services, you will drive a proactive service model using real-time data and remote diagnostics to reduce equipment downtime and avoid unnecessary on-site visits by resolving problems before they escalate.

Your team empowers our field engineers through precise technical guidance, targeted repair recommendations, and parts coordination. You will be both an operational leader and a champion of continuous improvement, ensuring your team delivers measurable value to our customers.

Key Areas of Responsibility

• Lead, coach, and manage a team of Fleet Monitoring Specialists, acting as the primary escalation point and operational liaison for day-to-day matters.

• Drive a proactive, data-driven approach to reducing equipment downtime and avoiding unnecessary field dispatches through early intervention and remote diagnostics.

• Ensure recurring equipment issues are correctly identified, prioritized, and routed to the right resources for timely, first-visit resolution.

• Monitor incoming field volume and operational dashboards across assigned territories to ensure balanced coverage and timely action on flagged units.

• Set clear objectives, run team meetings, conduct regular one-on-one check-ins, and manage performance, recognizing initiative and excellence with constructive feedback.

• Own the staffing process including recruitment, onboarding, development, evaluation, and discipline.

• Collaborate cross-functionally with field support, engineering, customer success, logistics, and technical support teams to ensure seamless communication and end-to-end resolution.

• Support the deployment and adoption of new tools and processes, driving user adoption, feedback, and continuous improvement.

• Analyze operational effectiveness through key performance metrics (availability, downtime, repeat visits, resolution rates) and translate insights into action.

• Build and maintain reporting dashboards, knowledge articles, and standard operating procedures.

• Act as an internal and external point of escalation, retaining ownership of escalated issues through to resolution.

• Participate in and lead special projects to continuously improve processes, tools, and organization.

• Ensure accountability for the overall health of each unit, not just a single component, with mandatory follow-up, escalation, and closure on every assignment.

• Comply with NCR Atleos policies, including the Company's Shared Values and Code of Conduct, Health & Safety standards, and accurate timekeeping.

• Demonstrate willingness to work flexible schedules where required to support regional coverage.

• Perform other corresponding duties as directed by the Employer.

Basic Qualifications

• High School Diploma.

• Prior experience in a Technical Support, Field Service, or Fleet Monitoring role.

• Prior team leadership / people management experience.

• Solid understanding of ATM products, service request workflows, and troubleshooting/repair processes.

• Strong data literacy with the ability to interpret operational metrics and drive data-based decisions.

• Proficiency with Excel and Power BI.

• Excellent written and verbal English communication skills.

• Strong analytical, problem-solving, and organizational skills.

• Ability to foster open, constructive dialogue and lead in a highly cross-functional environment.

• Must be authorized to work in the country where the position is posted.

Preferred Qualifications

• Bachelor's Degree in Information Technology, Engineering, or a related field.

• Experience supporting customers in the Financial Services industry.

• Prior experience with proactive, predictive, or preventative service programs.

• Knowledge of ATM diagnostic tools and remote diagnostics platforms.

• Experience with process automation and continuous improvement methodologies such as Lean Six Sigma.

• Advanced understanding of networking technology.

• Excellent knowledge of NCR Atleos products, processes, and knowledge systems.

• Relevant professional certifications in Lean Six Sigma, IT, Service Management, or related disciplines.