Position Overview

Under the direction of the Director of Field Service, the Service Provider Liaison Team Lead will be responsible for and drive the performance of the SPL team dedicated to serving our company's Field Service Technicians and Independent Service Providers (ISPs) in accordance with company policies and procedures. The team Lead's responsibilities will include all elements of daily team operations and performance, including managing team schedules and workloads, coaching, and advising leadership on process efficacy and improvements in alignment with delivering outstanding customer experiences.

Team and Role Scope

• Act as a player/coach - arrive on time for schedule and be willing to put in extra time as needed to accomplish business goals
• Make effective decisions considering the impact on the customer and company
• Interact with a diverse group of employees and service providers, adjusting the style to accommodate different communication styles
• Support ISP onboarding, contact management, and claims processes
• Drive and manage systems related to Preventive Maintenance quoting, claims, and dispatching
• Work collaboratively with the technical training team to ensure vendor certifications are complete and up to date
• Maintain proper documentation for all providers, including signed contracts and Certificates of Insurance (CoI)

Team Leadership

• Coach staff to help them achieve departmental and company goals 
• Monitor and drive individual staff performance and accountability in areas including schedule adherence, contacts, quality, etc.
• Review/approve/deny timecard punches and PTO requests as company needs dictate
• Perform Coaching Check-Ins 
• Establish and maintain an open line of communication with sales staff
• Think critically to contribute to the ongoing continuous improvement of the department
• Maintain an understanding of departmental performance as compared to established goals 
• Recommend plans for performance improvement when staff are not meeting KPIs 
• Lead by setting a positive professional example
• Promote and maintain a strong team culture that drives morale and results
• Maintain confidentiality 

Miscellaneous Tasks

• Special Projects as required

Education:

• High School diploma
• Associate’s or Bachelor’s degree in business or a related field is preferred

Experience:

• Minimum of 2 years of supporting field service organizations
• Demonstrated experience in team leadership, coaching, and management 

Other Requirements:

• Working knowledge of Microsoft Office programs, including Word and Excel, required
• Experience with CRM, SAP, and workforce management systems preferred 
• Excellent written and verbal communication skills
• A sense of urgency and commitment to continuous improvement
• Ability to work on-site in rotation
• Approximately 10% travel to attend training, tradeshows, meet with vendors and dealers 

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

EOE/M/W/Vet/Disability

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