Partner Service Manager

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

JOB SUMMARY & SCOPE

As a Partner Service Manager, you will provide management, support, oversite, and strategic direction of Peak's service delivery with external service partners. You will oversee and optimize our 3rd party contractor relationships, TST partner relationships, manage project pricing and Statements of Work (SOW), ensure pricing competitiveness, and streamline the utilization of the Field Nation platform through process efficiencies and systems integration. Demonstrate the ability to develop contingency and effective project plans for growth and emerging service delivery opportunities. Continually evaluate and implement efficiency and process improvements through data and results. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business. Maintain a positive attitude and demeanor, a champion of corporate culture, embracing change and influencing peers and team to do the same.

KEY ACCOUNTABILITIES

• Oversee and lead a team of 3rd party contractors utilizing the Field Nation platform.
• Foster strong relationships with contractors to ensure high-quality service delivery and adherence to company standards.
• Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
• Implement performance metrics and monitor contractor performance, including adherence to service level agreements (SLAs), and implement corrective actions when necessary.
• Collaborate cross-functionally with internal teams and clients to deeply understand project requirements and growth opportunities.
• Develop innovative and competitive project pricing strategies aligned with company goals and tailored to client expectations.
• Craft detailed Statements of Work (SOW) that not only outline project scopes but also position the company for revenue growth and client success.
• Collaborate closely with the sales team to ensure contract pricing aligns with growth objectives and market competitiveness.
• Conduct regular reviews and analyses of contract pricing structures, identifying opportunities for revenue optimization and improved profitability.
• Provide strategic recommendations for pricing adjustments based on market trends, competitive intelligence, and cost considerations.
• Act as the driving force behind maximizing the value of the Field Nation platform for growth and revenue.
• Proactively identify and troubleshoot technical issues, ensuring seamless platform utilization.
• Develop and deliver training programs to internal teams and contractors, promoting efficient and effective platform utilization.

EDUCATION + EXPERIENCE + KEY TRAITS

• Bachelor's degree in business administration, Management, or a related field or experience.
• Proven experience in 3rd party contractor management and project pricing.
• Familiarity with service level agreements, contract pricing structures, and field service platforms.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to collaborate effectively with cross-functional teams.
• Proficiency in data analysis and reporting tools.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION: Step changed delivery in safety, quality, and/or cost

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

• Role does require supervision of direct and indirect reports.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

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

Travel

X

Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.