Service Contract Specialist

Description

Job Summary:

The Service Contract Specialist is responsible for the administration of service contracts, with a focus on increasing service contract revenue, improving the contract renewal rate, and maximizing overall contract capture. This role supports the internal sales team and external reseller network by assisting with contract quotations, reviews, and execution. The Specialist manages contract setup, execution, and billing through internal systems, while ensuring high levels of customer service and operational efficiency.

Essential Functions / Responsibilities:

• Provide exceptional customer service to both internal and external stakeholders, with a strong emphasis on increasing service contract revenue, renewal rate, and overall capture rate.

• Cultivate and maintain effective working relationships with resellers, sales staff, customers, service management, and internal departments.

• Accurately set up customer contracts across multiple systems, following established contract parameters.

• Support the sales and reseller teams by assisting with contract quotations, reviews, and execution processes.

• Identify and maximize revenue opportunities by understanding customer equipment profiles and upselling service contracts where appropriate.

• Manage contract renewals independently or in collaboration with Territory Managers or resellers.

• Assist in developing and updating standard operating procedures to align with departmental goals and strategy.

• Recommend and support process improvements related to service contract management and internal systems.

• Collaborate with database, sales, and logistics teams to resolve discrepancies in site or system information.

• Support billing and credit processes for service contracts, and work toward simplifying and improving billing accuracy.

• Assist with tracking key departmental metrics focused on revenue, contract capture rate, and renewals.

• Ensure efficient tracking and management of incoming contract workload from all sources (POS, Territory Managers, Dealers, Customer Portals, etc.).

• Perform additional tasks and projects as assigned by the manager.

Qualifications

Education:

• Bachelor’s degree or higher required.

Experience:

• Prior experience in service contract management, customer service, or inside sales is preferred.

• Experience managing projects or deliverables independently and collaborating across teams without direct authority.

Technical Skills:

• Proficient in Microsoft Office Suite, particularly Outlook, Word, and Excel.

• Experience with CRM platforms or service contract databases is highly desirable.

Additional Skills & Abilities:

• Strong attention to detail and a high level of accuracy.

• Excellent communication skills with the ability to interact effectively at all levels, internally and externally.

• Ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.

• Analytical thinker with solid problem-solving capabilities.

• Demonstrated ability to quickly learn new systems, synthesize information, and apply sound judgment.

• Leadership qualities with the ability to influence cross-functional teams and drive initiatives forward.

• Proactive approach to process improvement and system enhancements, from design through execution.

• Self-starter capable of managing individual workload while collaborating with others to meet shared goals.