Contract Support Specialist

Contract Support Specialist

The Contract Support Specialist supports the successful delivery and ongoing management of contracted endpoint management, device lifecycle, break/fix, depot repair, field service, and managed IT services. This position serves as a key link between Customer Success, Service Delivery, Operations, Sales, and Finance, helping ensure that customers receive the services, support levels, and outcomes defined within their agreements.

The role is responsible for understanding customer contracts and service requirements, maintaining accurate service and entitlement information, monitoring SLA commitments, coordinating service issues, supporting customer reviews, and proactively identifying opportunities to improve the overall customer experience.

The ideal candidate combines strong organizational skills with a customer-first mindset and an understanding of IT service delivery and endpoint support.

Key Responsibilities

• Serve as an operational point of contact supporting assigned customer accounts.
• Partner with Customer Success Managers and Account Managers to deliver a consistent, high-quality customer experience.
• Develop a strong understanding of each customer's environment, contracted services, locations, devices, SLAs, and support requirements.
• Help coordinate customer requests and ensure issues are directed to the appropriate Service Delivery or Operations teams.
• Proactively follow up on outstanding service issues and customer commitments.
• Identify recurring customer concerns and work with internal teams to drive resolution.
• Support customer onboarding, service transitions, renewals, and expansion initiatives.
• Help identify opportunities to expand services based on customer requirements and device lifecycle needs.

Support customer programs covering the complete endpoint lifecycle, including:

• Device deployment and provisioning
• Configuration and staging
• Asset tagging and inventory management
• Device moves, adds, and changes
• IMAC services
• Endpoint monitoring and management
• Technology refresh programs
• Device retrieval and replacement
• Depot services
• Asset disposition and recycling
• Spare pool management
• Warranty coordination
• End-of-life and refresh planning
• Maintain accurate documentation regarding covered devices, locations, service entitlements, and customer-specific requirements.

Support the coordination and management of customer break/fix programs.

• Ensure covered devices and service entitlements are accurately documented.
• Monitor service tickets and work orders against contractual SLAs.
• Coordinate with service desks, field technicians, depot operations, OEMs, and logistics teams as necessary.
• Help manage repair, replacement, parts, and device swap requirements.
• Track open and aging incidents and proactively escalate service issues.
• Assist with critical service escalations and ensure appropriate communication with the customer.
• Identify recurring device failures or service trends and communicate findings to Customer Success and Service Delivery leadership.

Maintain a clear understanding of customer-specific SLA requirements.

• Monitor performance against response, repair, replacement, resolution, and other contractual service targets.
• Identify potential SLA risks before they become customer issues.
• Coordinate corrective actions with Service Delivery and Operations.
• Maintain documentation of customer-specific escalation procedures.
• Support root-cause analysis and corrective-action plans for recurring service issues.
• Assist with service reporting and performance improvement initiatives.

Maintain accurate records of customer contracts, Statements of Work, SLAs, amendments, and change orders.

• Translate contractual requirements into clearly defined operational service requirements.
• Maintain accurate records of covered assets, sites, services, service levels, pricing, and contract dates.
• Ensure operational teams understand customer-specific requirements.
• Track contract renewals, expiration dates, notice periods, pricing adjustments, and service changes.
• Coordinate amendments and change orders when service scope changes.
• Help ensure customers receive the services to which they are contractually entitled while preventing unauthorized or out-of-scope service delivery.

Prepare service performance information for customer meetings and business reviews.

• Track and report key customer metrics including ticket volumes, SLA attainment, response and resolution times, device failures, repeat incidents, repair volumes, aging tickets, and service trends.
• Support Customer Success Managers in preparing Quarterly Business Reviews and service review meetings.
• Document customer action items and ensure internal follow-through.
• Help translate operational data into meaningful customer insights and recommendations.

Support new customer implementations and service transitions.

• Ensure customer sites, assets, contacts, escalation paths, SLAs, and service requirements are properly documented before service commencement.
• Coordinate with Service Delivery, Field Services, Depot Operations, Logistics, and Customer Success during onboarding.
• Validate that customer information is accurately established within service management systems.
• Support transition from implementation/project teams into ongoing managed services.

Work closely with:

Customer Success to maintain customer satisfaction, retention, and account health.

Service Delivery to ensure contractual services and SLAs are achieved.

Field Services to coordinate onsite break/fix, deployment, and endpoint support.

Depot & Repair Operations to manage device repair, replacement, and spare pools.

Logistics to coordinate device and parts movement.

Sales & Account Management to support renewals and service expansion.

Finance to ensure services, billing, and contractual terms are aligned.

Qualifications

• 2–5 years of experience in Customer Success, IT Service Delivery, Managed Services, Endpoint Services, Service Operations, or Contract Support.
• Experience within an IT services, managed services, field services, device lifecycle, or technology support organization strongly preferred.
• Understanding of endpoint devices such as laptops, desktops, mobile devices, printers, scanners, POS systems, or other enterprise technology.
• Familiarity with break/fix service models, SLAs, field service, depot repair, and device lifecycle management.
• Experience working with ITSM, CRM, ERP, or service management platforms preferred.
• Strong customer communication and relationship-management skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple customer requirements and priorities simultaneously.
• Strong analytical and problem-solving capabilities.

Key Performance Indicators

Performance should be measured primarily around customer and service outcomes, including:

• Customer satisfaction and account health
• SLA attainment
• Ticket and work-order aging
• Mean time to repair/resolution
• Repeat incident rates
• Break/fix service performance
• Customer escalation resolution
• Accuracy of asset and entitlement information
• Customer onboarding effectiveness
• Contract renewal readiness
• Customer retention
• QBR/service review quality
• Identification of service expansion opportunities

Role Mission

Ensure customers receive exceptional support throughout the lifecycle of their endpoint technology—from deployment and ongoing management through break/fix, repair, replacement, refresh, and disposition. The Contract Support Specialist connects the customer's contractual commitments with day-to-day service delivery, helping ensure strong SLA performance, operational accountability, proactive communication, and an exceptional customer experience.

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