Service Contracts Specialist

About the role

Crane Payment Innovations (CPI) powers over 10 million devices worldwide, enabling more than 4 billion transactions every week in 143+ currencies. We make the technology behind self-checkout systems, vending machines, parking meters, and casino gaming devices. Headquartered in Malvern, PA, CPI operates with >2,000 global associates, 7 manufacturing sites, 12 corporate offices, and a national field service organization.

As a Service Contract Specialist, you will be the single point of contact for a sales region/branch territory, ensuring a personalized support model while learning new technology and driving process improvements.

Responsibilities

• Make a high volume of outbound calls to customers for service agreement conversion (T&M to Service Agreement, upgrading existing agreements).
• Interpret and process data accurately in the ERP system while maintaining quality and productivity standards.
• Research and assist branch personnel and Key Account Managers with service contract requests.
• Review service agreements to ensure correct zones, volumes, and preventive maintenance (PM) schedules are represented.
• Serve as the single point of contact for sales teams and branches regarding service contract requests.
• Backup team members in their absence and execute orders, credits, returns, and customer emails upon request.
• Handle customer calls regarding service contracts, order placement, and general inquiries.
• Work independently and collaboratively to meet and exceed department KPIs and metrics.
• Perform all other duties as required.

Requirements

• Bachelor’s degree preferred, but candidates with customer contact experience will be considered.
• Excellent PC skills, including proficiency in Salesforce.com and Microsoft applications (Excel, Word, Outlook).
• Drive and desire to provide world-class service with a high energy level.
• Strong influencing, analytical, and problem-solving skills with the ability to multitask in a fast-paced environment.
• Ability to establish credibility, be decisive, and support organizational priorities.
• Results- and people-oriented with sound judgment and the ability to balance business considerations.
• Team player comfortable working in a matrix organization.
• Excellent verbal and written communication skills, with the ability to explain complex issues clearly.
• Strong attention to detail, including proofreading your own work and others’.
• Keyboarding skills and familiarity with internet search engines.
• Ability to handle problems involving several concrete variables in standardized situations.
• Personable, approachable, and able to work easily with others at all levels.
• Extroverted and positive personality, even in challenging situations.
• Adaptable to changes in technology and processes.

Work Environment

• Office environment with frequent repetitive tasks.
• Must be able to sit at or stand and operate a computer for 85% of the day.
• Occasional lifting of up to 25 pounds (e.g., storage boxes).