JOB SUMMARY & SCOPE

Responsible for executing tactical and transactional tasks related to 3rd party contractor management, project delivery, and operational support. You will be in a hands-on environment, possess strong organizational and interpersonal skills, and have a keen interest in ensuring seamless and exceptional service delivery within the partner ecosystem. 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

• Act as a primary point of contact for 3rd party contractors on the Field Nation platform.
• Assist in onboarding new contractors, ensuring compliance with company standards and procedures.
• Address day-to-day queries, troubleshoot issues, and provide technical support as needed.
• Collaborate with internal teams to coordinate project activities and timelines.
• Assist in the development and maintenance of project documentation, including Statements of Work (SOW).
• Ensure accurate and timely communication between internal teams and contractors.
• Execute tactical tasks related to contract pricing oversight, including data entry and analysis.
• Support the Partner Service Manager in reviewing contract pricing structures for optimization.
• Contribute to the preparation of regular reports on contractor performance and project metrics.
• Collaborate in establishing and monitoring key performance indicators (KPIs) for contractor performance.
• Generate routine reports to track and evaluate contractor performance against established metrics.
• Assist in implementing improvements based on performance data and insights.

EDUCATION + EXPERIENCE + KEY TRAITS

• Associate degree in a relevant field or equivalent work experience.
• 7-plus years of experience in a technical or service delivery support role.
• Strong understanding of technical troubleshooting and problem-solving in printer technologies.
• Ability to convey technical information in a clear and understandable manner.
• Strong organizational and multi-tasking skills to manage concurrent tasks.
• Detail-oriented approach to ensure accuracy in project documentation and data entry.
• Excellent communication and interpersonal abilities.
• Eagerness to learn and grow within the role.
• Proficiency in Microsoft Office Suite and data entry skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Self-motivated and proactive in taking on responsibilities.

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 not require supervision of direct and indirect reports.
• Occasional travel may be required to internal company locations as well as external company/vendor locations.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.

WORKING RELATIONSHIPS

• Internal and External Customers

PHYSICAL REQUIREMENTS