(Internal Only) Team Lead, Ford

WarrCloud Inc.; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

WarrCloud Inc. is seeking a Team Leader to oversee a group of Warranty Administrators. The role involves acting as an OEM subject matter expert, guiding the team, and coordinating with Product Management to prioritize platform implementations.

The ideal candidate will possess strong communication, leadership, and people-management skills, with a focus on delivering exceptional customer service and maintaining necessary training/certifications.

Qualifications

• Proven experience in leading a team
• Strong communication and professional writing skills
• Desire to find solutions and improve processes
• People management skills and self-awareness
• Technological proficiency with WarrCloud Platform, DMS systems, and OEM software

Responsibilities

• Serve as an OEM subject matter expert
• Lead a team of Warranty Administrators
• Maintain OEM training and 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
• Review talent and accounts weekly
• Lead a culture of accountability with clear expectations and coaching
• Provide second-tier support for client escalations
• Schedule Warranty Administrators and ensure coverage
• Keep the team motivated
• Review each admin's accounts weekly
• Verify EOM billing
• Proactively coach employees as needed

Skills

Team leadership

Communication

People management

OEM expert

Coaching

Tools

WarrCloud Platform

DMS systems

OEM-based software

Job description

NOTE: THIS POSITION IS FOR INTERNAL CANDIDATE 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.