Senior Manager, Services Contract & Logistics
Lowell , Massachusetts
October 21, 2017

Corporate overview

You're empowered when you're a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance - to live inspired. In fact, it's expected! Whether you're playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you'll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you're a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries - including more than half the Fortune 1000 - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications. Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

Kronos is an Equal Opportunity Employer.

This position is responsible for managing the daily operations of the Support Contracts Sales Support, Corporate and Service Logistic teams. . He/she will partner with WW Sales, Field Operations, KGS, Fullfillment (iQor), Finance, Credit & Collections, etc... in an effort to achieve team/company objectives while providing world class customer support. Ensuring all contracts /invoices are accurate, within company policy and generated on time for monthly revenue recognition and in accordance with the invoicing schedule. Provide on-going training to the teams (as needed), ensuring they are properly trained and educated on all existing/new policies & procedures, product information, systems, etc...enabling them to perform their responsibilities, accurately, efficiently and in a timely manner.

Principal Responsibilities:

  • Assist in the creation and implementation of goals and objectives. Hold the team and team members accountable for accomplishing their goals. Create and maintain a collaborative, supportive environment that helps team members meet their objectives as well as those of the department and company
  • Implement approved policies and procedures; recommend, prepare, and implement policies pertaining to non-renewal transactions and Service Logistics processes.
  • Oversee the processing and management of all customer depot transactions (B2B )and support contracts (excluding renewals)to maximize revenue while ensuring compliance with SOX, revenue recognition and customer contracts/amendments.
    oAll Support contract are processed accurately, efficiently and in a timely manner for monthly revenue recognition and in accordance with the invoicing schedule. - Contract Transactions include: Service Only, Reinstatements, Credits, Rebills, budgets and Depot orders
    oContracts are in compliance with the terms and conditions set forth in the customer agreement and we are meeting all SLA's as outlined. Appropriate approvals are obtained prior to the contract being processed and contract meets standard revenue recognition guidelines
    oContract termination/credit requests in a timely manner
    oResolve the more complex system issues/corrective orders that arise this includes but is not limited to Receipts, Shipments, Cancellations, etc...
    oRun monthly SOC reports and stats on requests, transactions processed, days to close, etc...
    oData integrity maintained at customer, contract and /install base levels
  • Review and approve assigned transactions (exclusions/additions may apply), assisting other areas as needed
  • Act as liaison between Sales, Credit & Collections, Sales Operations, Finance KGS, iQor, etc... providing support as needed
  • Assist with managing customer escalations and processes, working directly with our customers (external& internal) and cross-functionally (Sales, Pro-Services, etc...) on resolution ensuring all issues are addressed and resolved in a timely manner
  • Work closely with other departments involved in the creation or processing of Customer contracts (i.e. Legal, Credit & Collections, Sales Operations, Commissions, Revenue team, etc...).
  • Work with the systems' team to develop systems and processes to maximize operating efficiencies in all areas.
  • Oversee/Assist as needed with system changes and various projects within or outside the Support Contracts area

    - Five to ten years previous management experience
    - Ten years business/customer service experience within a hi-tech environment.
    - Working knowledge of maintenance contracts a plus and/or Experience working with service organizations.
    - Computer software skills preferred: Oracle and Microsoft Office
    - Effective oral and written communication skills are essential.
    - Outstanding interpersonal skills
    - Very detail oriented
    - Excellent problem solving and decision making skills
    - Ability to exercise initiative and sound judgment in a variety of situations

    Education: - Business degree in Business Administration or Accounting required.


    EEO Statement
    Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

  • A little about us:
    At Kronos, we believe great businesses are powered by great people.

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