Lead, Contract Administrator

JOB SUMMARY & SCOPEThis Lead role is responsible for overseeing the end-to-end management of customer maintenance and service agreements while leading a team of Contract Administrators. This role provides strategic and operational support, with a strong focus on high-priority and complex customer accounts.Reporting to the Director Service Contracts & Solutions, The Service Contract Lead plays a critical role in driving consistency, accuracy, and scalability across contract processes. The ideal candidate is a confident people leader, a strong communicator, and a detail-oriented problem solver who thrives in a fast-paced, entrepreneurial, and mission-driven environment.KEY ACCOUNTABILITIESLeadership & Team ManagementLead, coach, and develop a team of Contract Administrators, including hiring, training, onboarding, performance feedback, and expectation settingFoster a collaborative, customer-centric culture focused on accountability, quality, and continuous improvementIdentify skill or process gaps and recommend solutions to improve team effectivenessContract & Customer ManagementOversee the administration of new and existing maintenance and managed services agreements as well as an understanding of the service agreement renewal process Ensure accurate documentation and tracking of agreements, serial numbers, renewals, and pricingPartner with Sales and Vendors to support contract agreement renewals, quotes, and customer communicationsServe as an escalation point for complex or high-priority customer inquiriesMust understand service contract lifecycle management and deferred revenueCustomer Support & Problem ResolutionEnsure timely, professional responses to customer inquiries including repair status, RMAs, technical support coordination, and contract agreement statusAct as a problem solver by identifying issues, recommending options, and driving resolutionBuild strong, trusted relationships with customers by understanding their business needsProcess, Systems & ComplianceDevelop and maintain scalable systems and processes to manage service contract lifecyclesMonitor OEM and manufacturer portals for renewals and contract agreement updatesReconcile customer serial number inventories against agreement coverage; investigate and resolve discrepanciesSupport pricing administration for renewals and ensure consistency with approved pricing modelsAssist with Managed Services contract administration, collaborating with accounting to ensure accurate revenue recognitionCross-Functional CollaborationPartner closely with Sales, Sales Operations Support, Technical Teams, and AccountingStay informed on product offerings and changes through collaboration with Sales and Technical teamsProvide insights and recommendations to improve customer experience and operational efficiencyEDUCATION EXPERIENCE KEY TRAITSBachelor’s degree preferred; equivalent experience in sales or maintenance/service contract support considered3 years of experience in customer support, service contract agreement administration, or sales operationsProven experience leading or mentoring othersStrong proficiency in Microsoft Office, especially ExcelExperience with NetSuite, SFDC, OEM repair portals and distributor contract systems preferredExcellent written and verbal communication skills with strong attention to detailTYPICAL PERFORMANCE TARGETSSERVICE DELIVERY: Consistent, high-quality execution of contract and customer support processesCOST TO SERVE: Continuous improvement in efficiency and scalabilityINNOVATION: Measurable improvements in quality, accuracy, or cost through process enhancementsLANGUAGE SKILLSPrimary 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.SUPERVISIONThis role includes direct supervision of Contract AdministratorsDECISION MAKING REASONINGDemonstrates sound judgment and accountability for business outcomesComfortable making decisions in a fast-paced environment with competing prioritiesWORKING RELATIONSHIPSContract AdministratorsSales Operations Support LeadSales Operations Support SpecialistsSales & Accounting teamsPHYSICAL REQUIREMENTSActivity & Amount of Time Spent:Stand 1/3 to 2/3Walk Under 1/3Sit Over 2/3Use hands to finger, handle, or feel Over 2/3Reach with hands and arms Under 1/3Climb or balance Under 1/3Stoop, kneel, crouch, or crawl Under 1/3Talk or hear Over 2/3Lift Up to 25lbs Under 1/3About Peak Technologies: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.

Salary : $28 - $31