Supervisor, Contracts and Service Operations

Supervisor, Service Contracts and Support is responsible for driving lean process improvement and support functionswithin the service sales and support operations team. Responsible for implementing, and measuring departmental andprocess goals, achieving annual targeted contract and warranty conversion closure rate targets, and the administrativeand operational support of contracts and depot services. Recommends system changes and implements same toimprove field performance. Acts as a liaison between field operations and administration to improve business processesand resolve issues. Supports National Accounts initiatives to support competitive pricing, requests for proposals, andincremental business opportunities. Supports the training of new hires and creates and sustains an engaging workenvironment.

This is a hybrid position. The team meets in the office at our Mentor OH HQ on Monday and Tuesday from 8-5pm EST.

Supervise contract sales team (10-50%)

a. Define and support the sales process for contract sales representatives
b. Ensure service agreement quotes for renewals and new business opportunities are delivered on time
c. Ensure contract quotes are profitable and meet price realization guidelines
d. Partner with strategic accounts to support revenue growth initiatives and operational support
e. Coach and develop sales team members to build an engaging workspace
f. Review contract terms and conditions for compliance with department requirements
g. Train new hires and assist in the development of quality sales systems
h. Drive performance to meet growth targets, renewal on time performance, and price realization

2. Supervise Service Support Administration Team (10-50%)
a. Activate and maintain preventative maintenance agreements in accordance with approved procedures
and policies
b. Ensure service agreements are activated by team accurately and quality standards met for reports
c. Ensure invoice errors are addressed and corrected by team
d. Support the Onboarding and Training of New Hires
e. Provide/develop additional training to existing employees as needed
f. Assist in development of job aides and standard best practices for the team to follow
g. Identify opportunities to eliminate waste and increase efficiency of department
h. Support the development and testing of new initiatives and processes
i. Support Team SharePoint site maintenance

3. Supervise Support for Depot Services (10- 20%)
a. Provide administrative support for depot services
b. Ensure processes in place for standard work
c. Ensure accurate process documentation and invoicing
d. Manage performance outcomes aligned with business outcomes

4. Build Employee Engagement (20%)
a. Recommend work resources for team to execute on business priorities
b. Review key improvement areas and recommend improvement activities to eliminate waste and build
value for activities
c. Participate in routine business reviews to ensure efforts support both back administrative and field
operations objectives
d. Identify engagement activities that encourage team collaboration and retention.

Required:

• Associate's Degree in Business or related field is required and minimum 4 years of business experience is required.
• High school diploma and minimum 9 years of business experience is required
• 1-2 years of supervisory experience is required
• Background in inside sales capacity

Preferred:

• Lean experience and continuous improvement experience preferred.
• Preferred management of inside sales/service support team.

Other:

• Strong verbal and written communication skills; ability to interface with all levels of personnel; skilled public speaker.
• Ability to quickly comprehend core issues and navigate to resolution.
• Must be able to manage by setting performance standards and measurement methodologies, while creating an environment of inter-departmental satisfaction; ability to coach and develop.
• Ability to arrange personnel and resources into business effective entities in alignment with tactical and strategic objectives.
• Strong critical thinking and problem resolution skills.
• Ability to coach and develop.
• Ability to multi-task and prioritize.
• Ability to communicate on a professional level.
• Conflict resolution and problem-solving ability.
• Working familiarity with Microsoft Office Suite, which includes spreadsheets, presentations, and reports.

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental, and Vision benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity & Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career

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