Supervisor, Contracts and Service Operations

Position Summary 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. What You'll Do as a Supervisor, Contracts & Service Operations Supervise contract sales team (10-50%)a. Define and support the sales process for contract sales representativesb. Ensure service agreement quotes for renewals and new business opportunities are delivered on timec. Ensure contract quotes are profitable and meet price realization guidelinesd. Partner with strategic accounts to support revenue growth initiatives and operational supporte. Coach and develop sales team members to build an engaging workspacef. Review contract terms and conditions for compliance with department requirementsg. Train new hires and assist in the development of quality sales systemsh. Drive performance to meet growth targets, renewal on time performance, and price realization2. Supervise Service Support Administration Team (10-50%)a. Activate and maintain preventative maintenance agreements in accordance with approved proceduresand policiesb. Ensure service agreements are activated by team accurately and quality standards met for reportsc. Ensure invoice errors are addressed and corrected by teamd. Support the Onboarding and Training of New Hirese. Provide/develop additional training to existing employees as neededf. Assist in development of job aides and standard best practices for the team to followg. Identify opportunities to eliminate waste and increase efficiency of departmenth. Support the development and testing of new initiatives and processesi. Support Team SharePoint site maintenance3. Supervise Support for Depot Services (10- 20%)a. Provide administrative support for depot servicesb. Ensure processes in place for standard workc. Ensure accurate process documentation and invoicingd. Manage performance outcomes aligned with business outcomes4. Build Employee Engagement (20%)a. Recommend work resources for team to execute on business prioritiesb. Review key improvement areas and recommend improvement activities to eliminate waste and buildvalue for activitiesc. Participate in routine business reviews to ensure efforts support both back administrative and fieldoperations objectivesd. Identify engagement activities that encourage team collaboration and retention. The Experience, Skills and Abilities Needed 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. M