Job Details

About the Job

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, resultingin 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.

About the Company

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.