Job Description

JOB SUMMARY & SCOPE:

Work closely with the Sales Team, Sales Administration Team and directly with customers to provide detailed contract management and administrative support resulting in increased customer service, customer satisfaction and excellent customer experiences.

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.

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.

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