Team Lead, Ford

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 and technical subject matter expert
• Lead a team of Warranty Administrators by providing guidance and support on a daily basis
• Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members 
• 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
• Current WarrCloud employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview.

Nice to Have

• Previous management or leadership experience