JOB OVERVIEW:

This position is responsible for overseeing Repair Administration team and execution of supporting processes which include customer billing, parts/product orders, and handpiece check in. Role is responsible for daily oversight on team execution, driving aligned metrics of success. Role is responsible for team competency, training and driving a culture of continuous improvement.

KEY RESPONSIBILITIES:

• Oversee the Hayes Handpiece Admin team for all operational locations, including but not limited to time and attendance, coaching/mentoring, metric-based performance, and allocation and oversite of day-to-day work. (20%)
• Oversee Admin Training and team competency on supporting processes including ticketing system, receiving, billing, invoicing, credits, transfers (20%)
• Partner with repair techs and site leadership on daily priorities, supporting ONE TEAM culture. (10%)
• Cross collaboration with commercial partners on customer interaction and business priorities. (5%)
• The supervisor should be competent in all areas of the admin processes with flexibility to support each function as needed. (10%)
• Ensure all admin processes are up to date and on the corporate operations manual.
• Ensure all open orders are being processed in a timely manner, and if there is an issue help resolve the order. Support problem solving daily.
• Managing and oversight of daily contract repairs. (10%)
• Support Customer Service by answering the main line, responding to Sales Rep, Franchises Vendor and Dental Office questions, and communicating with customers regrading payment. (10%)
• Responsibility for maintaining inventory of supplies by working with various vendors to pick up and ship supplies as needed. (5%)
• Responsible for ensuring execution of inventory counts (5%)
• Drive corrections, updates and improvements for the ticketing system as needed.
• Participates in special projects and performs other duties as assigned (5%)

SPECIFIC KNOWLEDGE & SKILLS:

• The individual will have office administration experience and will show leadership qualifications. The position requires good communications skills both oral and written and the ability to negotiate with external vendors.

GENERAL SKILLS & COMPETENCIES:

• Good supervisory skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem-solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

MINIMUM WORK EXPERIENCE:

Typically, 3 years of administrative support experience; 2 years of team leadership

PREFERRED EDUCATION:

Typically, a Bachelor's Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

SCOPE:

Typically supervise overtime eligible staff on day-to-day activities to complete assignments using established procedures and policies within a section(s) of a department. Jobs are similar in nature and perform a single task or multiple but closely related tasks. Receive predetermined work assignments subject to a moderate level of control and review. Management reviews work to measure meeting of objectives.

COMPLEXITY:

Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained. Handle routine problems and escalate more complex problems. Focus on a single process or multiple tasks that are closely related to a single objective. Extensive knowledge about the position(s) being supervised.

STRATEGY:

Focused on how to implement management’s decisions through the work of staff. Carry out policies and procedures passed down from management.

SUPERVISION:

Provide immediate supervision to support level staff typically performing continuous routine activities and assign tasks, check work at frequent intervals and maintain schedules. Portion of time normally spent performing individual tasks related to the sub-unit.

INTERACTION:

Interact daily with subordinate staff, customers and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

MANAGEMENT DUTIES:

Typically does not hire, terminate, or promote without Manager and/or Director approval, but may have input into the decision-making process. Decisions on salary increases, performance reviews, disciplinary actions, etc. are reviewed by more senior management

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

Hayes Handpiece Franchise Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.