CARe NAMER Supervisor – Field Support Services

About the role

The CARe NAMER Supervisor leads a team of Fleet Monitoring Specialists who proactively identify, stabilize, and prevent recurring issues on NCR Atleos' ATM fleet across North America. The role combines people management with operational leadership, using real‑time data and remote diagnostics to reduce equipment downtime and avoid unnecessary field visits.

Key responsibilities

• Lead, coach, and manage a team of specialists, serving as the primary escalation point for day‑to‑day operational matters.
• Drive a data‑driven, proactive service model that reduces equipment downtime and minimizes on‑site dispatches.
• Identify, prioritize, and route recurring equipment issues to the appropriate resources for first‑visit resolution.
• Monitor field volume and operational dashboards across assigned territories to ensure balanced coverage and timely action.
• Set objectives, run team meetings, conduct one‑on‑ones, and manage performance with constructive feedback.
• Own the full staffing lifecycle: recruitment, onboarding, development, evaluation, and discipline.
• Collaborate cross‑functionally with field support, engineering, customer success, logistics, and technical support teams.
• Support deployment and adoption of new tools and processes, gathering feedback for continuous improvement.
• Analyze operational effectiveness through KPIs such as availability, downtime, repeat visits, and resolution rates, translating insights into action.
• Maintain reporting dashboards, knowledge articles, and standard operating procedures.
• Lead special projects aimed at improving processes, tools, and organizational efficiency.

Required profile

• Proven experience leading technical support or field operations teams.
• Strong analytical mindset with ability to interpret data and drive actionable improvements.
• Excellent communication and stakeholder management skills across multiple functions.
• Demonstrated ability to manage performance, conduct coaching, and develop talent.
• Experience with remote diagnostics, real‑time monitoring, and escalation management.

Required skills