Supervisor Customer Work Order Team

PRIMARY FUNCTION / POSITION OVERVIEW:

Strategic Account Execution and Administration of Field Engagement in Strategic Accounts:
Supervise, guide, and support the Strategic Account Work Order Analyst team managing periodic updates and reporting for Strategic Accounts and Strategic Account sales leads. Regularly facilitate and attend video calls and planning sessions internally with Territory Vice Presidents, General Managers, and Strategic Account Managers, and externally with large Strategic Account Decision Makers (Director, VP, Facility Managers). Risk assess Strategic Account sales leads as they relate to work order processes. Facilitate training of field staff (field technicians, superintendents, account managers, and General Managers) in execution of Strategic Account requirements. Collaborate with Finance to maximize receivables on Strategic Accounts with work order requirements. Provide Strategic Account Reporting as it relates to work order metrics.

ESSENTIAL FUNCTIONS:
Describe the key responsibilities of the position in order of importance and identify % of time spent on that responsibility

30% Monitor Work Order Analysts execution of Strategic Account work order reporting.
5% Facilitate regular team meetings to review outstanding work orders, challenges.
5% Facilitate regular meetings with TVPs, GMs, SAMs, and customer Decision Makers for large strategic accounts.
10% Facilitate meetings of Schindler Information Technology Analyst, Strategic Account Managers, and customer Decision Makers to identify and plan for new requirements added to the work order integration process.
5% Facilitate regular meetings between Strategic Work Order Analysts and Finance to maximize receivables for Strategic Accounts.
2% Assess Risk/ Review BLA on Strategic Accounts as they relate to work order processes.
10% Lead conference calls and / or visits with District offices to perform frontloading tasks and improve teamwork
5% Assist, support and make appropriate recommendations to achieve and maintain adequate shift requirements and staffing levels
10% Act as job-related information resource for associates and internal customers
5% Facilitate ongoing education for Strategic Account Work Order Analysts.
<1% Process timely and accurate expense reports related to company credit card purchases
15% Direct Manager of 5 - 10 Work Team Members (Setting Objectives, Driving Behaviors for overall improvement)

• Associate's degree
• Minimum 2 years of college credits; Bachelor's degree preferred
• Strong Organizational / Analytical skills
• Communicator / Mentor / Leadership skills
• Training / Presentation skills
• Microsoft Office / Call Center Management systems (WFM, Call recording, CRM, real-time call metrics) preferred
• Direct Supervision of a minimum of 10 direct reports
• Customer contact or call center experience

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks' vacation which increases with tenure, 7 sick days, 3 floating holidays and8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave - 100% base pay for 6 consecutive weeks within first year of achild's birth or adoption.
• A wide range of development opportunities to boost your professional and leadership growth.