Service Contracts Specialist

Service Contracts Specialist

The Service Contracts Specialist will be responsible for responding to new service contract requests, facilitating the existing service contract renewal process and supporting the Sales team in contract renewal through account review preparation. This position ensures our customers know their business is appreciated and that their needs and concerns are our upmost priority. This will be measured by retaining a greater percentage of our existing service contract base, which will be accomplished by evaluating our performance in communication, documentation, thoroughness, site surveys, technician performance, timeliness, and sense of value.

Active management of service contract renewal processes to include obtaining PO's, contract performance management, and determine renewal increase percents needed to maintain agreement margin goals.

Lead new service contract preparation and submission as assigned.

Assist Account Managers in existing account management through periodic account review documentation.

Maintain a list of all maintenance contracts for the local branch.

Begin the renewal process for maintenance contract renewals 90 days before expiration.

Lead a contract renewal meeting with the service operations team and the sales account manager.

Contact the customer to discuss the contract renewal a minimum of 60 days before the expiration date.

Interview the customer and document the reasons for all cancelations.

Participate in all new maintenance contract kickoff meetings.

Meet with current maintenance contract customers to gain insight into our service performance. Document customer responses and issues from these visits.

Present new technology and enhanced PM services when appropriate.

Report all findings, customer opinions, pictures, and results to branch leadership.

Perform other duties as assigned.

Degree in Business Administration or equivalent experience.

3+ years of customer service experience required.

Advanced MS Word, Excel, Outlook, and PowerPoint skills

Must have strong verbal and listening communication skills.

The ability to solve problems and act with appropriate urgency.

Valid driver's license required.