Service Contract Administration Leader
Location Lutz, Florida, USA Veröffentlichungsdatum 05. Mai 2025 Anzeigen-ID 19320Our Opening and Your Responsibilities
Role/Purpose:
The Service Contract Administration Leader is responsible for daily training and coaching of a team of contract renewal specialist and contract administrator. In this role, the candidate is also responsible for: Assuring the success of the contract renewal and administration functions, including managing customer contracts and pricing agreements in the current business operating system; entering new contracts and coordinating contract changes with the field operations team; supporting the team to meet or exceed performance targets that drive the service business strategy; maintaining and communicating monthly reporting; and occasional project management as needed.
Essential Duties and Responsibilities:
- Employee leadership and development:
- Resource management – coordinate with Contract Manager time off request with the goal of ensuring adequate coverage to sustain KPIs
- Schedule and lead regular team meetings
- Schedule and lead regular one on one meetings with team members
- Participate in hiring process
- Coach based on quality assurance feedback
- Direct and manage team priorities to ensure critical tasks are performed in a timely and efficient manner which includes the following:
- Proactively employing professional selling skills in the pursuit of new service business, and accurately managing and recording data generated from these efforts
- Manage incoming calls from customers related to our service solutions and activity follow-ups in a timely fashion
- Execute and track outbound activities on assigned renewal lists with a purpose of high customer retention rate and higher customer equipment coverage
- Build repeat sales opportunities through strong customer relationships by focusing on customers’ wants and needs
- Provide proactive management of Contracts Team e-mail inbox, including customer follow-up and interaction management, as needed
- Update, review, and maintain existing contracts/addendums to reflect accurate install-base equipment and service level agreements
- Process pre-paid contract billings
- Ensure customer escalations are resolved. This involves identifying the root cause and working collaboratively with other departments within PI-US to develop corrective actions and process improvements
- Interface with internal and external customers to provide information about existing contracts and pricing agreements
- Follow SOPs and provide feedback on process improvements as needed
- Ensure that department operating procedures are being followed and that said procedures are consistent with company goals and objectives.
- Develop and/or revise and implement work procedures where deficiencies exist
- Conduct ongoing sales and marketing initiatives as it pertains to service contract renewals, including the creation of sales and service leads
- Promote teamwork throughout cross-functional teams
- Work on special projects as needed
- Other tasks and duties as assigned
What You Need to Succeed
Required Knowledge, Skills, and Abilities
- Excellent organizational skills, efficient, detail-oriented and customer focused
- Exceptional time management skills, ability to multi-task projects and process improvements while managing day to day activities within respective teams
- Must be able to communicate with senior management on processes or customer issues
- Must communicate both verbally and in writing throughout the organization in a clear and concise way to ensure that customers' expectations are understood
- Strong ability to interface with other departments and teams in a professional and cooperative manner
- Strong customer service, analytical, and reasoning skills.
- Experience in handling customer escalations (and speaking with customers via phone/email)
- Must be a self-starter who will identify problems and initiate corrective actions without specific direction from supervisor
- Proven PC skills and experience using SAP (preferred) and various software packages are required, i.e., Microsoft Office - Outlook, Word, Excel
Minimum Education / Experience Required:
- A Bachelor's degree is preferred; or an Associate’s degree with two to three years of any combination of customer service, sales, or marketing related experience; or five or more years of any combination of customer service, sales, and/or marketing experience
- Outbound call center experience and teleselling skills training, are pluses
- Previous leadership experience is desired
- Microsoft Office - Outlook, Word, Excel
Our Offer to You
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Tuition reimbursement, employee wellness programs, plus other perks and discounts
- Parental and caregiver leave policies
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you’d like more information about your EEO rights as an applicant under the law, please click here.
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