Contract Administrator
Peak Technologies · Littleton, Massachusetts, US ·
- Employment
- Contract
- Category
- Legal
JOB SUMMARY & SCOPE:
Work closely with the Sales Team, Sales Administration Team, and directly with customers to provide detailed hardware service contract (non-government) renewal management and administrative support, resulting in increased customer service, customer satisfaction, and excellent customer experiences.
KEY ACCOUNTABILITIES:
KEY ACCOUNTABILITIES:
- Provide responsive customer service while administrating sales support.
- Be a problem solver. Provide recommendations and options to help solve problems.
- Establish collaborative and positive relationships with our internal team and customers by understanding their needs.
- Demonstrate knowledge of company’s products and services. (Training will be provided).
- Provide input to develop a system to manage new and existing maintenance contracts.
- Aid in documenting contracts and inclusion of entitlement information for quotes on renewals.
- Assist with communication to customers on serial number contract status.
- Assist with commercial outreach and notification for maintenance contract renewals.
- Monitor manufacturers’ web portals for renewals and new contract information.
- Assist in research and defining appropriate action for specific serial number (internal contract v OEM contract).
- Assist in administration estimate for contract renewals and assist in managing pricing currently in place.
- Review and reconcile contract vs. customer serial number inventory; determine outliers and investigate discrepancies.
- Assist in administration of Managed Services contracts (both internally and with partners).
- Collaborate with accounting team as needed to problem solve and provide required information required to properly account for unearned revenue on maintenance contracts.
- Stay informed on new products from sales and technical staff.
- Respond to Customer Inquiries:
- Repair status (provide tracking # and timeline for delivery).
- RMAs and repair requests.
- Requests for technical support and case number generation.
EDUCATION + EXPERIENCE + KEY TRAITS:
- Bachelor’s degree desired but sales/maintenance contract support experience in lieu of degree will be considered.
- Minimum of 3 years’ experience in a customer support environment is preferred.
- Proficient computer skills including Microsoft Office - Outlook, Word and most importantly, Excel.
- Experience in NetSuite, ERMA, OEM repair sites, distributor contract management sites, and WMS software applications preferred.
- High-level of communication skills - ability to communicate effectively via phone and email by utilizing active listening skills.
TYPICAL PERFORMANCE TARGETS:
- SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
- COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
- INNOVATION: Step changed delivery in safety, quality, and/or cost.
LANGUAGE SKILLS:
- Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
- Read and interpret documents, procedure manuals and various correspondence from both internal and external.
- Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
SUPERVISION:
- Role does not involve supervision of direct reports.
DECISION MAKING + REASONING:
- Able to take accountability and responsibility for business target delivery and decision making.