Maintenance Contract Operations Specialist

Maintenance Contract Operations Coordinator

Location: Corporate

FLSA Status: Non-Exempt

Schedule: M-F 8 am – 5pm

Office Status: (Office, Hybrid, Remote): Office/Hybrid

Note: Any hybrid work is granted based on performance and may be revoked according to manager discretion and performance based on company policy.

Travel: None

Reports to: Director of Professional Services

Direct Reports: None

Position Purpose

Contribute to making Southern States Material Handling a leader in the material handling industry by support the effective administration of maintenance service contracts throughout their lifecycle. This role ensures contracts are accurately created, updated, executed, and billed by coordinating with cross-functional teams, resolving customer or purchase order issues, and monitoring payment status.

Major Tasks, Responsibilities, and Key Accountabilities

• Responsible for maintaining clear communication, providing consistent reporting, and helping drive contract accuracy and compliance.

• Contribute directly to operational efficiency, revenue integrity, and positive customer and vendor relationships.

• Contract Administration

o Support the end-to-end management of maintenance service contracts, including creating new agreements and coordinating renewals, updates, and terminations.

o Handle contract termination workflows by helping negotiate revised terms, coordinating transitions to new service structures, or facilitating service discontinuation when needed.

o Work closely with Solutions Associates and the National Account Service Manager to review recent sales activity and identify opportunities to add additional units to maintenance agreements.

o Partner with Solutions and Support Center teams to resolve issues related to customer purchase orders or delinquent accounts, ensuring contracts can be billed accurately and on time.

o Perform monthly Accounts Receivable reviews to track outstanding payments and escalate potential non-payment issues early.

• Communication & Coordination

o Collaborate with maintenance, procurement, facilities, operations, and finance teams to help ensure smooth execution of contract activities.

o Prepare routine status updates and reports for leadership, highlighting contract performance, vendor activity, and key operational insights.

o Provide guidance to associates on contract processes, scope, and escalation steps, helping teams navigate requirements and resolve issues efficiently.

• Be an ambassador and advocate for company values, mission, code of conduct and safety in all projects.

• Follow and perform safe working practices

• Work to actively resolve inquiries and issues effectively and efficiently

• Participation in compliance activities that support company policy and procedures

• Create a positive work culture that inspires and motivates associates to work together

• Any other duties assigned needed to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.

Qualifications and Skills

• Ability to interpret contract terms, service scopes, and pricing structures

• Clear and professional written and verbal communication

• Ability to work effectively with cross-functional teams (solutions, service, finance, maintenance, procurement, etc.)

• Proficiency with Microsoft Excel (pivot tables, VLOOKUPs, data cleanup)

• Comfortable collaborating with customers to resolve PO, invoicing, or delinquency issues

• Ability to support vendor and internal team relationships through consistent follow up and communication

• Must be detail-oriented and reliable.

• Able to communicate clearly and convey ideas and facilitate understanding

• Ability to learn quickly and apply learning to meet company goals and objectives

• Able to work efficiently with minimal guidance or supervision.

• Ability to multi-task, meet deadlines and work in a fast-paced environment.

• Ability to prioritize, manage time and organize tasks according to needs.

• Ability to learn quickly with a passion for contract operations

• Ability to work within set business hours to support internal and external customers

Education and Experience

• Bachelor's degree preferred in business administration, Finance, Supply Chain, or a related field —or equivalent work experience in contract administration, procurement, or operations.

• 2–5 years of experience in contract administration, maintenance services, customer operations, procurement support, or a similar function

• Knowledge of contract lifecycle processes (creation, renewal, amendments, terminations)

• Familiarity with purchase orders, billing requirements, and AR follow-up processes.

• Experience supporting internal teams by explaining contract processes, steps, and requirements

• Proven experience in developing, executing, and implementing assignments and tasks

• Experienced at solving escalated customer or team member issues

• Experience acting with integrity, professionalism, and confidentiality.

Nature and Scope

This position reports to the Director of Professional Services

Environmental Job Requirements

The SSMH general working environment consists of moving machinery and mechanical parts in outdoor areas and office work in indoor areas. This role requires working at a desk using a computer and potentially driving/traveling in car around assigned territory and potentially throughout our Florida and Georgia markets. Occasional walking in the shop area, painting area, and other areas of the facility, which have moving machinery and dusty, noisy, and drafty environments may be necessary. Fumes, airborne particles, toxic or caustic chemicals may be present in outdoor, well-ventilated areas. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Safety Shoes and PPE will be required to be worn depending on the work area environment.

Physical & Mental Job Requirements

The majority of this position requires sitting at a desk utilizing a computer and monitor frequently - 95%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position – 10%. There is minimal outside exposure in this position, however, depending on associate needs, it may be necessary for the employee to spend some time in the shop area - 5%. Of an 8-hour workday, the employee would typically spend time doing the following: standing 5%; walking 5%; sitting 80%; using hands and arms dexterity 100%; stooping, kneeling, crouching, or crawling 1%; hearing and talking 100%. The ability to learn, remember, focus, and integrate information for decision making, problem-solving, and comprehension will be needed 100%. In this position, moderate noise is expected, examples include typical business office noise from computers and printers and exposure to noise from light foot traffic. Distance/near clear vision is critical. Ability to lift up to 20 lbs.

Job Description

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.

About Southern States Material Handling

We are Florida & Central Georgia's source for Material Handling Solutions with branches throughout Tampa, Lakeland, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta. We offer a wide range of material handling solutions for new and used equipment rentals and sales. As a leading provider of Toyota forklifts for over 70 years and Raymond forklifts for over 20 years, our commitment to quality, reliability, and customer satisfaction is unmatched. Our comprehensive offerings include OSHA-compliant operator training, forklift parts and maintenance, fleet management services, advanced automation engineering, and design, and more.

SSMH is dedicated to delivering innovation, excellence, and top-notch customer service. We offer a competitive salary, comprehensive benefits, and a pleasant and challenging working environment for our team while being committed to growing talent and skill to help our Associates achieve their career goals.

Our Mission: To sustain continuous profitable growth by providing the best customer experience.

Our Purpose: To help our client customers achieve competitive advantage and improve their profits, safety, and productivity.

Our Vision: To be the most successful and respected material handling solution provider.

Our Values: Continuously Innovate, Exceed Expectations, and Faithfully Serve