Program Administrator

Monitors profitability for work orders and Customer Service Program (CSPs) as it relates to assigned accounts bringing areas of concern to the attention of the Program Manager. May be requested to participate in strategy meetings to improve profitability.

Maintains iCare sites and customer information by entering new sites, modifying existing sites and handling all general enquiries for assigned accounts. Provides customer training and demonstrations on iCare. Assists with onboarding new accounts as requested by the Program Manager.

Produces weekly, monthly, quarterly financial and/or performance reports, as requested by assigned accounts and/or Program Manager.

Assists Program Manager in preparing information for Quarterly Business Reviews; may be required to participate in their presentation.

Attends weekly status meetings/calls; may conduct the meeting/call in the absence of assigned Program Manager.

Assists Program Manager/Account Executive with CSP renewals; monitoring expiration dates, working with Program Manager or Account Executive on pricing, and/or scope of work/Terms & Conditions. May be required to work on administrative tasks with customer.

Assists Program Manager and Account Executive in providing standard pricing for specific accounts. Sets up customer template in proposal generation system (MiQuote) to ensure each quote to customer is uniform in format and information.

Maintains accesses to customer-specific payment systems; trains local CTCs on process and procedures as it pertains to each system and uploading invoices.

Assists Program Managers in creating and implementing processes that will result in improved delivery and profitability as it related to assigned accounts.

May be required to accurately and promptly enter work order purchase orders into Spectrum and processes order. May be required to procure standard parts/materials for service work orders.

Assists Program Manager with creating and implementing the customer-specific Playbook. May be required to create Playbook without any assistance; working closely with customer and/or Account Executive to finalize document.

Provides service quotes to customers with the assistance of the Program Manager or Account Executive.

Schedules and follows up on all monthly maintenance for customer accounts, ensuring timely communication with contract customers, key customers and sub contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits.

Establishes and maintains a customer satisfaction feedback process with follow up and call back procedure, sharing senior management with appropriate feedback. Generates new and innovative solutions to complex problems.

Performs other duties and responsibilities as requested or required.