Supervisor, Contract Administration

JOB SUMMARY & SCOPE This supervisory 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, this Contract Administration Supervisor 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 ACCOUNTABILITIES Leadership & Team Management Lead, coach, and develop a team of Contract Administrators, including hiring, training, onboarding, performance feedback, and expectation setting Foster a collaborative, customer-centric culture focused on accountability, quality, and continuous improvement Identify skill or process gaps and recommend solutions to improve team effectiveness Contract & Customer Management Oversee 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 pricing Partner with Sales and Vendors to support contract agreement renewals, quotes, and customer communications Serve as an escalation point for complex or high-priority customer inquiries Must understand service contract lifecycle management and deferred revenue Customer Support & Problem Resolution Ensure timely, professional responses to customer inquiries including repair status, RMAs, technical support coordination, and contract agreement status Act as a problem solver by identifying issues, recommending options, and driving resolution Build strong, trusted relationships with customers by understanding their business needs Process, Systems & Compliance Develop and maintain scalable systems and processes to manage service contract lifecycles Monitor OEM and manufacturer portals for renewals and contract agreement updates Reconcile customer serial number inventories against agreement coverage; investigate and resolve discrepancies Support pricing administration for renewals and ensure consistency with approved pricing models Assist with Managed Services contract administration, collaborating with accounting to ensure accurate revenue recognition Cross-Functional Collaboration Partner closely with Sales, Sales Operations Support, Technical Teams, and Accounting Stay informed on product offerings and changes through collaboration with Sales and Technical teams Provide insights and recommendations to improve customer experience and operational efficiency EDUCATION + EXPERIENCE + KEY TRAITS Bachelor’s degree preferred; equivalent experience in sales or maintenance/service contract support considered 3+ years of experience in customer support, service contract agreement administration, or sales operations Proven experience leading or mentoring others Strong proficiency in Microsoft Office, especially Excel Experience with NetSuite, SFDC, OEM repair portals and distributor contract systems preferred Excellent written and verbal communication skills with strong attention to detail TYPICAL PERFORMANCE TARGETS SERVICE DELIVERY: Consistent, high-quality execution of contract and customer support processes COST TO SERVE: Continuous improvement in efficiency and scalability INNOVATION: Measurable improvements in quality, accuracy, or cost through process enhancements LANGUAGE SKILLS Primary 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. SUPERVISION This role includes direct supervision of Contract Administrators DECISION MAKING + REASONING Demonstrates sound judgment and accountability for business outcomes Comfortable making decisions in a fast-paced environment with competing priorities WORKING RELATIONSHIPS Contract Administrators Sales Operations Support Lead Sales Operations Support Specialists Sales & Accounting teams PHYSICAL REQUIREMENTS Activity Amount of Time None Under 1/3 1/3 to 2/3 Over 2/3 Stand X Walk X Sit X Use hands to finger, handle, or feel X Reach with hands and arms X Climb or balance X Stoop, kneel, crouch, or crawl X Talk or hear X Lift Up to 25lbs X