Service Agreement Coordinator

Job DescriptionJob DescriptionDescription:

JOB SUMMARY

With over 50 years of proven performance, Zonatherm Products and ThermFlo provide complete, end-to-end solutions for essential mission critical power and cooling systems serving industries from data centers, hospitals and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly.

We are seeking a Service Agreement Coordinator with progressive operations and customer service experience focused on end-to-end administration of service agreement contracts. The Service Agreement Coordinator is responsible for setup, execution, renewals, reporting, and collaborating internally for issue resolution for service agreements. This position keeps reliable records and accurate enterprise data. The role delivers an elevated customer experience for both new and renewal agreements.

Reporting directly to the Senior Manager Sales Enablement, the ideal candidate is an excellent communicator, brings experience in systems management and reporting, and is excited to be the point of contact for customers.

ESSENTIAL RESPONSIBILITIES

Service Agreement Setup, Administration, and Delivery Coordination

• Review new and renewal service agreements, escalating to compliance when needed, and completing correct setup in customer relationship management system (CRM) and enterprise resource planning (ERP) system with correct costing, site, asset, and seller attribution.
• Ensure agreement records include detailed schedules, key performance indicators, access requirements, and service delivery requirements.
• Facilitates the execution of contracts via handoff to the Service Delivery team to meet service level agreements.

Enterprise Reporting and Data Management

• Perform pre-billing review, correct costing analysis, and regular profitability reporting on agreements, in collaboration with finance.
• Own commission reporting on service agreements including seller attribution, historical cost reports, and profitability margins for enterprise reporting.
• Improve data integrity for internal CRM systems and manufacturer portals, including audits, operational and ad-hoc reporting, forecasting, and labor planning for executive level reviews.
• Maintain audit-ready records and documentation for each agreement lifecycle phase, and track open preventative maintenance cases in real time, escalating if needed for resolution.

Commercial Department Support and Customer Experience

• Provide commercial team with account history and renewal recommendations to initiate and drive profitable workflows.
• Act as escalated point of contact for complex customer inquiries related to agreements, project schedules, billing, credits, and service performance issues.
• Proactively communicate site access requirements and service expectations with prompt follow-up to the Service Delivery teams.

SECONDARY RESPONSIBILITIES:

• Process Improvement: Document and refine standard operating procedures, owning small process improvement initiatives to standardize agreement workflows and portal interactions.
• Training: Train and support Customer Success Coordinators on agreement-related activities and knowledge transfer.
• Cross-Functional Partnerships: Partner with System Operations, Finance, Warehouse and Parts, and Manufacturers to resolve systemic issues and enable scalable processes.
• Other duties as assigned.

Requirements:

QUALIFICATIONS:

• Education: High school diploma or GED required; Associate degree in Business, Finance, or related field .
• Experience: 2–4 years in service agreement administration, customer success, sales operations, or similar commercial operations role. Experience with agreement costing, billing, or commission reporting strongly .
• Systems: Proficiency with Microsoft Excel, Outlook; experience or proven ability to learn Customer Relationship Management tools.
• Financial Acumen: Demonstrated ability to synthesize operational and financial data, coordinate cross functional teams, and manage multiple concurrent agreements.
• Organizational Skills: Strong analytical and problem-solving skills with high attention to detail. Proven ability to work independently and manage multiple priorities.
• Communication Skills: Excellent communication and interpersonal skills with a collaborative, team-oriented mindset.

QUALIFICATIONS:

• Education: Bachelor’s degree in Business, Finance, or related field .
• Experience: 4 years in service agreement administration, customer success, sales operations, or similar commercial operations role. Experience with agreement costing, billing, or commission reporting strongly .
• Systems: Proficiency with NetSuite.

WORK AND TRAVEL REQUIREMENTS:

• Physical Demands: This position requires the ability to operate within an office environment and occasionally lift and/or move up to 10 pounds. Reasonable accommodations will be provided aligned with current federal and state regulations upon request.
• Work Environment: This job generally operates in a professional clerical, office setting. This role routinely uses standard office equipment such as computers, phones, adding machine, postage machine and photocopiers.
• Position Type and Expected Hours of Work: This is an hourly, full-time hybrid role (2-3 days in office), operating Monday-Friday with a one (1) hour unpaid lunch.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without prior notice.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.