Service Agreement Manager

Location:

Chantilly, VA

Overview:

The Service Agreement Manager is responsible for the delivery, management, and oversight of the UNICOM SupportNet service solution to subscribed customers which includes collection, validation, and analysis of internal and external data in support of hardware and software warranty and maintenance contracts. Provide services to consolidate data, standardize data format, verify the accuracy of data records, cross-reference identical items between suppliers and vendors, and maintain all information in Salesforce / Microsoft Dynamics CRM that feeds the SupportNet Customer Portals.

Primary Responsibilities:

• Consolidate and validate internal (UNICOM collected) and external (government furnished or OEM provided) data on assets and the support contracts associated with those assets.
• Input and maintain data within UNICOM's support management tools, such as Salesforce / Microsoft Dynamics CRM required for Customer tracking of asset information, maintenance, and warranty service requests.
• Build and maintain direct relationships with customers while acting as UNICOM's primary point of contact for Service Contracts with customers.
• Work with a wide variety of equipment and software manufacturers to collect data points and help streamline interaction proficiencies.
• Will oversee and support SW/HW maintenance agreements with daily administration of product lists to ensure continuation of required maintenance support and shall track existing maintenance agreements until they are replaced by co-terminus, consolidated support.
• Establish effective cooperative relationships with all OEM suppliers associated with the comprehensive list of line items requiring ongoing maintenance support.
• Ensure assets on service contracts are managed and renewed on time by working with customers, OEMs, UGI Internal Teams / Prime Contract Holder. Obtain OEM quotes and make sure they are checked and validated before providing them to the end customer for review.
• Provide best-in-class customer service to our SupportNet customers and our Prime Contract Holder(s). All deliverables must be completed on time and with accuracy. Establish clear communications and place a high priority on resolving any issues in a timely manner. This is key to ensuring success and future re-compete of the contract.
• Responsible for developing/documenting Standard Operating Procedures for the management of HW/SW Support needed for efficient operation or other process documentation in support of managed contracts.
• Study service level agreements of those integrated equipment and software manufacturers; examine risks and potentials; estimate customers' needs and goals.
• Responsible for ensuring data integrity in support of customers' warranty and maintenance contracts.
• Enhances organizational reputation by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
• Provide continued improvements to help solve issues including but not limited to, customer service, communication techniques, service contract management, adherence to contract SLAs, and contract spares inventory.
• Provide ad-hoc reports to teams when needed to help solve/clarify issues.
• Resolve daily issues of a complex scope that impact SupportNet customers and overall business objectives.
• Resolve escalated issues with customer and vendor partners.
• Assist sales with SupportNet opportunities and RFP/RFQ by providing SupportNet price and directions to best include this UNICOM service to win.
• Conduct internal/external SupportNet demos to help educate/sell SupportNet.
• Management of the SupportNet Customer Portal including user setup, admin functions of the portal, and lead in continuous portal enhancements and any needed testing.
• Support the e-Business manager in adding/removing part numbers to customer portals and granting end-user access. Some after-hours may be needed to support this function.

Supervisory Responsibilities:

None

Education and/or Experience:

• Bachelor's degree in Business/Finance or Information Technology. Three years of additional experience may be substituted for a degree.
• 3-4 years of experience with Management of Warranty and Maintenance contracts, service management, Federal Inside Sales or Account Management or related experience.
• Cisco Maintenance Renewal experience preferred. In addition to working with Cisco case agents to resolve issues.

Knowledge, Skills, and Abilities:

• Ability to interface with internal and external clients in a variety of settings and build strong customer relationships.
• Extremely skilled and proficient in Excel, including formulas, pivot tables, V-Lookups, H-Lookups, and working with large data sets over 100,000 rows.
• Ability to analyze data, see trends, and extensive reporting capabilities.
• Project management skills
• Maintain knowledge of industry trends and potential impact on existing business processes.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines and SLAs.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software. (Word, Excel, Access, and SQL)
• Proficient with Google Workspace Tools.
• Proficient with XL-Connector to manage large data sets in Salesforce.
• Passion for continuous process improvements.
• Desire and ability to learn new tasks quickly in support of the business.

Certificates, Licenses, Registrations:

Preferred/Desired:

• ITIL
• Project Management Certification
• Technical certifications
• A+
• OEM Specific Certification

Travel Requirements:

None

Security Clearance:

None required

Physical Demands/Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to occasionally stand; walk; sit; use hands and/or fingers to handle or feel objects, tools, or controls; operate office equipment, reach with hands and arms; climb stairs; stoop; kneel; talk or hear. The employee may occasionally lift and or move up to 25 pounds.

Work Environment:

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

The noise level in the work environment is usually quiet to moderate. The passage of employees through the work area is average and normal.

Thank you for your interest in UNICOM Government, Inc.

At UNICOM Government, Inc., our top priority is our people. We support our employees in maintaining a healthy work-life balance by providing unique programs and comprehensive benefits that are important to today's busy professionals. UGI's benefits include Medical, Dental, and Vision plans, life and disability insurance, 401K, short and long-term disability, and flexible spending. UGI employees also enjoy observance of federal holidays, a family-friendly environment, flexible work schedules, and an onsite gym.

We are proud to be an Equal Employment Opportunity/Affirmative Action employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "Know Your Rights" poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Human Resources for assistance at hr@unicomgov.com or by calling (800) 999-4874.

One Mission. Yours.