(Internal Only) Team Lead, Ford
注意：本职位仅适用于内部候选人。外部候选人将不会被考虑。职位目的：作为团队领导者，你将负责通过提供指导和指示来监督工作组的功能。你会做什么？·担任 OEM 专家 ·领导一个保证管理员团队 ·保持 OEM 培训和/或认证；如果有必要的话，参与产品管理与开发以优先考虑平台上的执行账户和 Chirp ·促进团队 ·参加销售电话会议和 Kickoff 会议 ·展示服务文化，优先考虑客户满意度 · 模拟，培训和教练预期提供服务标准 · 参加面试和选择人才 · 审查，开发和评估人才 ·通过明确的预期和绩效管理来领导责任文化 （倾听，观察，识别和指导关键行为）· 从保证管理人员那里为客户升级提供第二层次支持 · 安排保证管理员并确保有覆盖/备份 · 每周都保持团队动机 · 检查每个管理员账户 · 验证 EOM 收费 · 积极地辅导员工根据需要要求 · 作为保证管理员的前经验 · 对人有热情 · 有强大的沟通技能和专业写作能力 · 寻找解决方案的渴望 · 具有自我意识和人员管理技能的强烈感 · 使用 WarrCloud 平台，各种 DMS 系统和基于 OEM 的软件技术技能 • 拥有较好的管理或领导经验
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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.
Originally posted on Himalayas