Inspection & Warranty Administration Manager

JOB DESCRIPTION

GENERAL PURPOSE OF THE JOB :

The Divisional Inspection / Warranty Administration Manager is responsible for leading and managing all aspects of all WTI inspection services, warranties, and leak call administration within his / her assigned Division. The Divisional Inspection / Warranty Administration Manager should be a very detail-oriented and organized professional who can lead a team through changes in operating procedures and contribute to a culture of teamwork and quality. The Divisional Inspection / Warranty Administration Manager will work to achieve continuous improvement initiatives and promote inspection quality throughout their respective division. This position will report directly to the Director of Inspections and Warranty.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Responsible for all WTI inspection services, warranties, and leak call administration within a specified division (Eastern US, Central US, or Western US & Canada). These divisions include multiple WTI operating regions and cover approx. 15-20 states per division.
• This position will have direct supervision over a team of 5 administrative / scheduling personnel and be required to work with multiple different internal WTI departments and personnel including but not limited to Regional Business Managers, Divisional Directors, National Account Business Managers, Program Managers, Sales Representatives, WTI field employees, WTI Business Operations Administration, etc.
• This individual should be comfortable leading a team of people and understand the basic principles of change management.
• This individual needs to have critical thinking skills and the ability to identify broken items and have a vision of continuous improvement.
• This individual should be comfortable managing big data and utilizing / understanding tools to help interpret this data (Smartsheet, Excel, etc.)
• This individual should be comfortable developing and giving presentations for training purposes and reporting to management monthly or as requested.
• This individual will have overall responsibility for tracking and managing turnaround times within your division, inspection pricing reviews (new and renewal), past due inspections, inspection margin reviews, leak call backlogs, and warranty backlogs.
• Responsible for communicating any price book, commission changes, etc. out to the team of direct reports.
• Monitors and supervises the timely processing of information for the TremCare and Warranty services
• Maintains TremCare databases, with a focus on being able to access information quickly and accurately
• Provide training and documentation on how to create equipment records, and other department products
• Manage SAP reports documenting open TremCare's and Warranties and ensuring closed orders
• Responsible for proposal tracking and awards for strategic alignment.
• This individual will be responsible for helping support Request for Proposals (RFPs) within the division. This could include but is not limited to providing field resource maps to the proposal group, reviewing response time commitments, working with the Director of Inspections and Warranty and RBM on pricing / travel expenses, etc.
• Tracking and planning for upcoming inspections and inspections in the pipeline in conjunction with the Inspection Scheduler who will report to this role.
• This individual should have a good understanding of systems and field technology.
• Effectively field system issues from direct reports and / or WTI field team and communicate those effectively and precisely over to the Systems Director / Team for continuous improvement.
• Identify resource or employee concerns and act timely to resolve and engage appropriate HR or WTI management.
• Ensure documentation on employee issues is prompt and submitted to HR.
• Establish, define, and communicate a clear strategic direction and targets for goal attainment for the team.
• Maintains a high level of customer service by quick and accurate responses to inquiries.
• Act as an agent of change and improvement and adapt quickly to changing business priorities.
• Identify process gaps or areas for process improvement.
• Implement and communicate customer contract requirements where applicable.
• This is a newly created position that will be instrumental in the development and implementation of standard operating procedures, standard reporting, analytics, training team members, etc.
• This individual will be responsible for managing the payment problems file and working toward payment resolution with the Tremco credit department on all past-due invoices related to inspections, warranties, and leak calls within your division.
• Special projects as designated.
• Other tasks as assigned by the manager.

OTHER SKILLS AND ABILITIES :