Service Contract Administration Manager jobs in Minnesota

As a key leadership position, the Central Service Administration Manager at Paladin plays a crucial role in developing, implementing, and maintaining a wide range of administrative Service processes supporting service Work Order closing and billing. This role will be accountable to ensure there is a seamless flow for Service requests to be quickly processed, billed accurately, and closed once received from Service field operations, and implementing strategic initiatives to support organizational alignment, increased customer support, and increasing efficiency across all Company service work order operations.

SPECIFIC ACCOUNTABILTIES Include, but are not limited to:

• Collaborate with branches to align best business practices in support of customers and overall consistency and expedition of processes in service billing and call closure.

• Collaborate with all Service Operations to implement new customer and company initiatives and adapt processes for departmental and organizational efficiency

• Provide strategic leadership in support of centralized branch Service Administration and service call closeouts to ensure efficiency in the processes that support a quick and accurate completion to Service requests from customers, with a focus on call closeout lifecycles and efficient and profitable billing

• Responsible for management of all system Service Work Orders once completed by Service operations, ensuring consistency in system usage and accuracy of data for all work order information before the work order is closed

• Accountable to ensure all associated service requests costs are captured and billed to the customer, working with Customer Care to align and centralize customer billing information and processes

• Collaboration with all branch and executive operational and Finance leaders in support of standardized policies and procedures that maximize profitability and overall value to the business and its customers

• Collaboration with other departments and customers for issue resolution, tracking of issues and credits for enhancement to internal processes and customer experience

• Coordinate with Sales, Service, and Operational leaders to onboard local, regional, and national customer accounts including development of processes and procedures specific in support of those service call invoicing and closeout needs

• Create, manage, and audit Service Level Agreement billings in collaboration with Service Level Agreement Administrator along with local and regional branch leadership

• Manage, develop, communicate, and maintain standardized Central Service Administration procedures and policies for all branches

• Oversee department email and or phone communication for Service Administration department, focusing on quick resolution, prompt and accurate communication to requests, and excellent customer service

• Accountable for creation, maintenance, update, and audit of Service price lists in software system

• Accountable for centralized Contract creation and management in software system for all Service contracts needed for Service Work Order operations, including Contracts related to SLA agreements

• Accountable for creation, maintenance, and management of system account Work Order Instructions

• Training for centralized Service Administration staff, coordinators, and support of branch or program specific positions as needed

• Effectively manage and develop staff, promoting professional growth

• Collaborate and form business partnerships with other leaders to support cross-functional initiatives. Foster effective communication within the Service teams and across departments.

• Collaborate with operational leaders to maximize technician support through system efficiency and communication

• Coordination with branch operational leadership to ensure overall Service administrative processes are supporting the local client and colleague needs, adjusting, and implementing best business practices as needed

GENERAL ACCOUNTABILITIES:

• Represent Company in a business-like professional manner in both conduct and

• appearance, to maximize client satisfaction

• Available to work outside of, or in addition to, normal businesses hours.

• Work in compliance with the Company’s polices and procedures including safety manual

• with safety of self and others in mind at all times.

• Maintain and protect assigned Company assets.

• Communicate effectively and timely to resolve Company, Client, or other inquiries and requests.

REQUIRED QUALIFICATIONS:

· High School diploma, or equivalent education

· Demonstrated proficiency using MS Office products, as evidenced by 5 years of experience

· Demonstrated proficiency using MS Excel, including Pivot Tables, as evidenced by 3 years of experience

· 1 year experience in Work Order billing

PREFERRED QUALIFICATIONS:

· 3 years in a supervisory position

DEMONSTRATED COMPETENCIES:

• Adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays, or unexpected events

• Excellent oral and written communication skills

• Ability to write correspondence and present information in one-on-one and small group situations, in English.

• Ability to solve practical problems and carry out responsibilities under minimal supervision.

• Excellent time-management and organizational skills

• Excellent customer relation skills.

• Ability to work well under pressure

• Ability to interact effectively at all levels and across diverse cultures

SUPERVISORY DUTIES: In accordance with applicable Company policies/procedures and

Federal/State laws, will perform the following supervisory responsibilities for assigned direct

reports: planning, assigning, and directing work; coaching and appraising performance;

rewarding and disciplining employees; addressing complaints and resolving problems.

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to effectively communicate, (i.e. see, hear, speak and write clearly) in order to communicate with employees and/or other customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.

WORKING CONDITIONS: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.

• Some travel may be required.

BENEFITS:
Colleagues and their families are covered by medical, dental, vision, company provided basic life insurance and AD&D and short-term disability, telemedicine & virtual counseling.  Voluntary insurances offered include life insurance and AD&D, short-term disability (buy-up option), long-term disability, accident, critical illness, and hospital indemnity insurance, and HSA & FSA accounts. Colleagues may also enroll in the company’s 401(k) plan.  Colleagues will also receive PTO (paid time off), sick leave, and 7 paid holidays.

Company Info:

Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,600 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.