Service Contracts Coordinator

Service Contracts Coordinator

Hill York seeks a dynamic and detail-driven Service Contracts Coordinator to join our high-performing Customer Service team. This position offers the opportunity to take ownership of the full lifecycle of service agreements, drive process improvements, and collaborate across departments to deliver exceptional service. You'll work closely with the CSR teamespecially the team member responsible for scheduling service agreementsto ensure seamless coordination and execution of contract-related tasks. If you're passionate about customer experience and thrive in a fast-paced environment, this role is for you.

Service Contracts Coordinator Duties and Responsibilities :

• Take full ownership of service agreement contracts, managing everything from initial setup through renewals, addendums, warranty, and cancellations within the ERP system ensuring smooth transitions and minimal disruption.
• Enter and maintain accurate and complete contract records in the ERP system, including tasking, budget, billing, scope, and equipment details.
• Ensure timely generation, distribution, and billing of monthly preventive maintenance service orders.
• Assist the sales team with maintenance contract executions and renewals, ensuring service delivery aligns with contractual obligations and customer expectations.
• Prepare and submit market recovery documentation as required.
• Build and maintain strong professional relationships with technicians, customers, and internal teams by fostering open communication, collaboration, mutual respect, and trust.
• Provide excellent customer service via phone and email to a diverse customer base, including top-tier and critical environments, maintenance contract customers ensuring a high standard of care and professionalism.
• Apply critical thinking and problem-solving skills to assess customer needs, troubleshoot issues, and deliver effective solutions.
• Collaborate closely with the CSR teamespecially the team member responsible for service agreement schedulingas well as critical environments and area dispatchers to ensure seamless contract execution and service delivery; help service as backup when needed
• Partner with Operations, Sales, Billing, Dispatch, and Maintenance teams to support contract accuracy and service delivery, while keeping all relevant stakeholders informed with timely status updates.
• Maintain customer databases and forms using appropriate platforms such as all customer requirements in our internal system to foster cross-functional relationships with critical environments and maintenance functions.
• Lead meetings focused on contract operations, provide timely updates to stakeholders, and support reporting and administrative tasks.
• Develop and maintain Standard Operating Procedures (SOPs) for job functions and technician-related needs (e.g., asset lists, filter information).
• Support reporting and administrative tasks that keep contract processes efficient and well-organized, including preparing and updating weekly spreadsheets as needed.
• Demonstrate accountability by taking ownership of tasks and outcomes, ensuring high-quality service and continuous improvement.
• Crosstrain with CSR team members and provide backup support when needed.
• Foster a positive and collaborative team environment.
• Perform other related duties as required to meet business needs.

Qualifications :

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer / Veterans / Disabled.