Contract Administrator

Peak Technologies•Boston, MA

143d

About The Position

Peak Technologies is seeking a Contract Administrator to work closely with the Sales Team, Sales Administration Team, and customers. The role provides detailed administrative support for non-government hardware service contract renewals, with the aim of improving customer service, satisfaction, and overall customer experience. The position supports the administration and management of maintenance and Managed Services contracts. This includes documenting contracts and entitlement information, monitoring contract and serial-number status, supporting renewal outreach and estimates, reconciling contract records against customer inventory, and coordinating with internal teams, customers, manufacturers, and partners. The administrator also responds to customer inquiries about repair status, returns and repair requests, and technical support requests. The role does not involve supervision of direct reports. The person in this position is expected to take accountability for business target delivery and decision-making, communicate effectively, build collaborative relationships, and contribute to service delivery, efficiency, and continuous improvement.

Requirements

A bachelor’s degree is desired; sales or maintenance contract support experience may be considered in lieu of a degree.
Minimum of 3 years’ experience in a customer support environment is preferred.
Proficient computer skills, including Microsoft Office applications—especially Excel, as well as Outlook and Word.
High-level communication skills, including the ability to communicate effectively by phone and email using active listening.
Ability to take accountability and responsibility for business target delivery and decision-making.
Ability to read and interpret documents, procedure manuals, and correspondence.
Ability to speak effectively with individuals and groups, including external customers and employees at various levels.

Nice To Haves

Experience with NetSuite, ERMA, OEM repair sites, distributor contract management sites, and WMS software applications.
Bachelor’s degree.

Responsibilities

Provide responsive customer service while administering sales support.
Recommend options and help solve problems.
Build positive, collaborative relationships with internal teams and customers by understanding their needs.
Develop knowledge of company products and services; training will be provided.
Provide input on developing a system to manage new and existing maintenance contracts.
Document contracts and include entitlement information for renewal quotes.
Help communicate serial-number contract status to customers.
Assist with commercial outreach and customer notifications for maintenance contract renewals.
Monitor manufacturer web portals for renewal and new contract information.
Research serial numbers and help determine the appropriate action, including whether coverage is through an internal contract or an OEM contract.
Assist with contract renewal estimates and administration, including managing current pricing.
Review and reconcile contract records against customer serial-number inventories; identify outliers and investigate discrepancies.
Assist with administration of Managed Services contracts, both internally and with partners.
Collaborate with accounting to resolve issues and provide information needed to account for unearned revenue on maintenance contracts.
Stay informed about new products through sales and technical staff.
Respond to customer inquiries about repair status, including tracking numbers and delivery timelines.
Respond to RMA and repair requests.
Respond to technical support requests and generate case numbers.
Read and interpret documents, procedure manuals, and correspondence from internal and external sources.
Communicate effectively by phone and email and speak effectively with external customers and employees at various organizational levels.