[Remote/WFM] Imports Supervisor, Service Delivery
Start your career journey with us! We have an easy-to-learn role for a Imports Supervisor, Service Delivery! We believe in flexibility; this hybrid role lets you balance your time between our Remote office and home. This position requires a strong and diverse skillset in relevant areas to drive success. This role offers a salary package of a competitive salary, commensurate with experience. Â Â NOTE: THIS POSITION IS FOR INTERNAL CANDIDATES ONLY. EXTERNAL CANDIDATES WILL NOT BE CONSIDERED.
Position Purpose:
The Service Delivery Supervisor is responsible for overseeing the day-to-day operations of the service delivery team, ensuring that services are provided efficiently, on time, and in line with customer expectations. This role focuses on managing team performance, optimizing processes, and resolving service-related issues. The supervisor will also collaborate with internal departments to ensure smooth service integration of WarrCloudÂs software and adherence to company standards and policies.
What You Will Be Doing
 Serve as an OEM subject matter expert
 Lead a team of Team Leaders and their assigned Warranty Administrators
 Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp)
 Responsible for oversight of the above team along with adherence to company standards for meeting content... and proper recording of customer contacts within our CRM
 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 to ensure company business items are understood.
 Participate in Kickoff and Claims Initialization meetings
 Demonstrate a service culture that prioritizes customer satisfaction
 Model, train, and coach expectations to deliver the service standard
 Participate in interviewing and selecting of new team members
 Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions
 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
 Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn
 Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service
 Verifying EOM billing at the beginning of each month
 Verifying any bonus program payouts
 Proactively coach employees as needed
 Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team
What You Need for This Position
 Prior experience as a Warranty Administrator
 A passion for people
 Empathy for customers and the ability to maintain a professional demeanor under challenging conditions
 Strong communication skills and professional writing skills
 A desire to find solutions not just identify problems
 Strong sense of self awareness and people management skills
 Awareness of the overall business and weighing decisions for the greater good vs. individual thinking
 Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
Nice to Have
 Previous management or leadership experience Apply Job! Join Our Team!This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.
Apply Now
Position Purpose:
The Service Delivery Supervisor is responsible for overseeing the day-to-day operations of the service delivery team, ensuring that services are provided efficiently, on time, and in line with customer expectations. This role focuses on managing team performance, optimizing processes, and resolving service-related issues. The supervisor will also collaborate with internal departments to ensure smooth service integration of WarrCloudÂs software and adherence to company standards and policies.
What You Will Be Doing
 Serve as an OEM subject matter expert
 Lead a team of Team Leaders and their assigned Warranty Administrators
 Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp)
 Responsible for oversight of the above team along with adherence to company standards for meeting content... and proper recording of customer contacts within our CRM
 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 to ensure company business items are understood.
 Participate in Kickoff and Claims Initialization meetings
 Demonstrate a service culture that prioritizes customer satisfaction
 Model, train, and coach expectations to deliver the service standard
 Participate in interviewing and selecting of new team members
 Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions
 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
 Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn
 Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service
 Verifying EOM billing at the beginning of each month
 Verifying any bonus program payouts
 Proactively coach employees as needed
 Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team
What You Need for This Position
 Prior experience as a Warranty Administrator
 A passion for people
 Empathy for customers and the ability to maintain a professional demeanor under challenging conditions
 Strong communication skills and professional writing skills
 A desire to find solutions not just identify problems
 Strong sense of self awareness and people management skills
 Awareness of the overall business and weighing decisions for the greater good vs. individual thinking
 Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
Nice to Have
 Previous management or leadership experience Apply Job! Join Our Team!This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today.
Apply Now