What are the responsibilities and job description for the Partner Support Specialist position at Peak Technologies, Inc.?
Job Summary & Scope
Responsible for managing and optimizing a third-party labor marketplace (e.g., Field Nation) to deliver efficient, high-quality technical services, with a primary focus on printer repair while supporting additional projects and technologies as needed. This role coordinates with external technicians, ensures service excellence, maintains cost-effectiveness, and acts as the key liaison between the organization and the labor marketplace.
Key Accountabilities
Activity | Amount of Time
| None | Under 1/3 | 1/3 to 2/3 | Over 2/3
Peak Technologies provides 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. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.
Responsible for managing and optimizing a third-party labor marketplace (e.g., Field Nation) to deliver efficient, high-quality technical services, with a primary focus on printer repair while supporting additional projects and technologies as needed. This role coordinates with external technicians, ensures service excellence, maintains cost-effectiveness, and acts as the key liaison between the organization and the labor marketplace.
Key Accountabilities
- Oversee daily operations of the third-party labor platform for technical services, with a focus on printer repair, including posting work orders, tracking progress, and ensuring timely completion.
- Manage the assignment of service jobs to qualified technicians based on location, expertise (e.g., printer repair, IT hardware, or other technologies), availability, and cost.
- Monitor and maintain a diverse pool of skilled technicians within the marketplace to meet service demands across various projects.
- Act as the primary point of contact for third-party technicians, providing clear instructions, job details, and technical support tailored to specific tasks, such as printer troubleshooting or broader hardware repairs.
- Validate technician qualifications, certifications, and performance history to ensure alignment with company standards, particularly for printer repair and related technologies.
- Resolve escalations or disputes between technicians and clients, ensuring smooth execution of service tasks across all assigned projects.
- Review completed work orders, customer feedback, and technician performance metrics to ensure high service levels across all supported technologies.
- Conduct periodic audits of service outcomes to identify areas for improvement and implement corrective actions, refining processes for printer repair and beyond.
- Negotiate pricing with technicians to optimize service costs while maintaining quality, balancing printer repair with other project needs.
- Identify opportunities to reduce costs through efficient scheduling, bulk assignments, or preferred technician partnerships for recurring needs like printer maintenance.
- Leverage platform analytics to monitor key performance indicators (KPIs) such as response time, service completion rates, customer satisfaction, and technician reliability across all projects.
- Recommend enhancements to workflows, platform usage, or technician onboarding processes to improve efficiency for both printer repair and additional technical services.
- Communicate with clients or end-users to confirm service needs, schedule jobs, and provide updates on project status, ranging from printer repairs to larger deployments.
- Work with the third-party platform’s support team to resolve technical issues or enhance platform functionality to support an expanding scope of services.
- Develop and maintain standard operating procedures (SOPs) for using the marketplace effectively, with detailed guidelines for printer repair and adaptable frameworks for other technologies.
- Perform other duties as assigned.
- Associate degree in a relevant field or equivalent work experience.
- 5-plus years of experience in a technical or service delivery support role.
- Proven experience in 3rd party contractor support.
- Familiarity with service level agreements, contract pricing structures, and field service platforms.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Eagerness to learn and grow within the role
- Proficiency in data analysis and reporting tools.
- Proficiency in Microsoft Office Suite.
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Self-motivated and proactive in taking on responsibilities.
- 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.
- 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.
- Role does require supervision of direct and indirect reports.
- 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.
- Peak Management Team
Activity | Amount of Time
| None | Under 1/3 | 1/3 to 2/3 | Over 2/3
- Stand: 1//3 to 2/3
- Walk: 1//3 to 2/3
- Sit: Over 2/3
- Use hands to finger, handle, or feel: 1//3 to 2/3
- Reach with hands and arms: 1//3 to 2/3
- Climb or balance: 1//3 to 2/3
- Stoop, kneel, crouch, or crawl: 1//3 to 2/3
- Talk or hear: Over 2/3
- Lift Up to 25lbs: 1//3 to 2/3
- Trave: 1//3 to 2/3
Peak Technologies provides 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. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.
