Service Contract Administration Leader Position Available In Hillsborough, Florida

Service Contract Administration Leader
Our 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 w 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