Leads a team of Warranty Administrators supporting Ford accounts. Responsibilities include coaching and evaluating employees, scheduling coverage, reviewing accounts and billing, handling escalations, facilitating meetings, supporting implementations, participating in sales activities, and maintaining OEM expertise and certifications.
NOTE: THIS POSITION IS FOR INTERNAL CANDIDATES ONLY. EXTERNAL CANDIDATES WILL NOT BE CONSIDERED.
Position Purpose:
As a Team Leader, you will be responsible to oversee the functionality of a workgroup by providing guidance and instruction.
What You Will Be Doing
- Serve as an OEM subject matter expert
- Lead a team of Warranty Administrators
- Maintain OEM training and/or certification if applicable
- Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp
- Facilitate team meetings
- Participate in Sales calls and Kickoff meetings
- Demonstrate a service culture that prioritizes customer satisfaction
- Model, train, and coach expectations to deliver the service standard
- Participate in interviewing and selecting talent
- Reviewing, developing, and evaluating talent
- Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach on critical behaviors)
- Serve as second-tier support for client escalations from Warranty Administrators
- Scheduling Warranty Administrators and ensuring there is coverage/back-up
- Keep the team motivated
- Review each admin’s accounts on a weekly basis
- Verifying EOM billing
- Proactively coach employees as needed
Requirements
What You Need for This Position
- Prior experience as a Warranty Administrator
- A passion for people
- Strong communication skills and professional writing skills
- A desire to find solutions
- Strong sense of self awareness and people management skills
- Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
Nice to Have
- Previous management or leadership experience
Additional Information
Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration.
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