Service Agreement Coordinator

Zonatherm Products, Inc

2d•Hybrid

About The Position

The Service Agreement Coordinator is a Level II sales operations and customer success role focused on end-to-end administration and commercial stewardship of manufacturer and customer service agreements. This role sits one level above the Customer Success Coordinator and serves as the primary owner of agreement setup, operational execution, renewals, profitability analysis, and cross functional issue resolution. The position ensures reliable CRM and ERP data, supports forecasting, and delivers an elevated customer experience for both new and renewal agreements.

Requirements

High school diploma or GED required.
2 years in service agreement administration, customer success, sales operations, or similar commercial operations role.
Proficiency with Microsoft Excel, Outlook; experience or proven ability to learn NetSuite and CRM/portal tools.
Demonstrated ability to synthesize operational and financial data, coordinate cross functional teams, and manage multiple concurrent agreements.

Nice To Haves

Associate degree in Business, Finance, or related field preferred.
4 years in service agreement administration, customer success, sales operations, or similar commercial operations role. Experience with agreement costing, billing, or commission reporting strongly preferred.

Responsibilities

Agreement Setup & Administration
Review/evaluate contracts to identify where escalation to compliance is required.
Receive new and renewed service agreements and complete accurate setup in CRM and ERP (NetSuite) with correct costing, site, asset, and seller attribution.
Ensure agreement records include detailed schedules, KPIs, access requirements, and technician preferences.
Maintain audit-ready records and documentation for each agreement lifecycle phase.
Service Delivery Coordination
Oversee the handoff of service scheduling and dispatch with Service Coordination and Field Service Managers to meet contractual SLAs.
Monitor/Track open preventative maintenance (PM) cases in real time; escalate and resolve blockers to achieve planned completion goals.
Financial Stewardship & Commissioning
Prepare accurate costing analysis, track estimates vs. actuals, and provide regular profitability reporting for agreements.
Perform pre-billing review to handoff to finance for invoicing.
Serve as a primary support for commission reporting for service agreements by ensuring correct seller attribution.
Renewals & Commercial Support
Initiate and drive timely renewal workflows: produce historical cost reports, documented issues/gains, and profitability inputs to enable competitive rebid decisions.
Provide sales with contextualized account history and renewal recommendations to maximize retention and margin.
Data Management & Reporting
Maintain CRM and manufacturer portal data integrity; support routine portal audits, trigger data cleanup activities, and identify automation opportunities.
Produce operational and ad-hoc reports to support forecasting, labor planning, and ELT-level reviews.
Perform 1st/2nd level auditing of agreement revenue and associated service entries; identify discrepancies and drive corrections.
Customer Communication & Escalation
Act as an escalated, knowledgeable point of contact for customer inquiries related to agreements: service schedules, billing, credits, and performance issues.
Proactively communicate site access requirements and service expectations; coordinate cross-functional follow-up and provide escalation summaries to stakeholders.
Process Improvement & Enablement
Document and refine standard operating procedures; lead? small process improvement initiatives to standardize agreement workflows and portal interactions.
Train and support Customer Success Coordinators on agreement-related activities and knowledge transfer.
Partner with System Ops, Finance, Warehouse/Parts, and Manufacturers to resolve systemic issues and enable scalable processes.
Core Outputs / Deliverables
Accurate, audit-ready agreement records in CRM/NetSuite and manufacturer portals.
Monthly profitability and commission variance reports for agreement portfolios.
Renewal readiness packages with historical performance and recommendations.
Escalation summaries and resolution handoffs for complex customer issues.