Supervisor, Contracts and Service Operations

Supervisor, Service Contracts and Support is responsible for driving lean process improvement and support functions within the service sales and support operations team. Responsible for implementing, and measuring departmental and process goals, achieving annual score card targets for annual fixed fee agreements such as overall portfolio consumption improvement, annual true-up, midterm adjustments, and unbilled overages, Recommends system and process changes and implements same to improve field performance. Acts as a liaison between field operations and administration to improve business processes and resolve issues. Supports the training of new hires and creates and sustains an engaging work environment.

This position is a hybrid work schedule. The team meets in the Birmingham office 2 days per week.

Supervise Service Support Administration Team

• Work with Sales and Finance to improve overall annual fixed fee agreement performance, manage annual true-ups in accordance with contract terms, and achieve midterm adjustments for grossly over and under consuming agreements.
• Work with Sales and Finance to aggressively pursue and collect unbilled annual fixed fee agreement overages.
• Ensure invoice errors are addressed and corrected by team
• Support the Onboarding and Training of New Hires
• Provide/develop additional training to existing employees as needed
• Assist in development of job aides and standard best practices for the team to follow
• Identify opportunities to eliminate waste and increase efficiency of department
• Support the development and testing of new initiatives and processes
• Support Team SharePoint site maintenance

Build Employee Engagement

• Recommend work resources for team to execute on business priorities
• Review key improvement areas and recommend improvement activities to eliminate waste and build value for activities
• Participate in routine business reviews to ensure efforts support both back administrative and field operations objectives
• Identify engagement activities that encourage team collaboration and retention

Required:

• Associates degree + 4 years of business experience
• High school diploma + 9 years of business experience
• 3+ years in a supervisory role is required
• Background in inside sales capacity
  
  

Preferred:

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

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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