Software and Warranty Operations Specialist

Are you the type of person who plans 5 steps ahead—who can juggle multiple tasks and solve problems before others even see them? Find a career where your skills are in demand.

Merrimack, NH

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. Back in 1982, we started out with two employees and a phone line. Today, Connection is a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose. We&rsquo;d love for you to join us and make your mark on the future of technology.&nbsp;</strong></p> https://www.connection.com/

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Full Time

$25.72/Hr. - $32.60/Hr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /><br /> <p>Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.<br /><br />Working under minimal supervision of the Supervisor, Licensing and Warranty Operations, referring only exceptional problems and issues for management review or approval, the Software and Warranty Operations Specialist monitors the lifecycle operations of the company&rsquo;s Software License, Cloud, Activations and Warranty business and associated services while individually overseeing an assigned multi-million-dollar segment. The Specialist handles the purchasing activities based on the customer or vendor contracts/agreements and program rules for the assigned segment. The Specialist provides support to the Sales Teams regarding daily inquiries regarding the Company&rsquo;s Software, License, Cloud, Activations, and Warranty business while maintaining vendor and distribution relationships. The Specialist works closely with Finance and other internal teams to help determine revenue recognition based on established company controls across all segments. The Specialist maintains personal knowledge of vendor programs and contract procedures within the assigned segment in order to make educated decisions that ensure software, licensing, cloud, activations, and warranties meets both vendor program and company audit compliance. The Specialist uses knowledge and experience to develop internal processes and documentation which limits liability to both the customer and Connection in terms of revenue loss, inability to sell vendor programs, and associated fines.</p>
Responsibilities: <ul> <li>Utilizes independent judgment and discretion using advanced knowledge to advise on first-level Sales and requests through case management regarding the overall lifecycle of Software License, Cloud, Activations and Warranty business within established Service Level Agreements, including (but not limited to): Orders, ETA, SKU requests, Returns, Activation and Registrations.</li> <li>Handles purchasing activities based on the customer vendor contracts/agreements and program rules for an assigned business segment, including (but not limited to): obtains price lists from vendors/distributors and negotiates best cost, audits purchase orders for compliance to vendor program specifications and internal controls, ensures internal controls are followed, researches and updates ETA&rsquo;s to set appropriate customer expectations, and obtains vendor/distribution authorizations for customer returns.</li> <li>Identifies the need for unique business drivers and makes proposals by assisting in the development of inter-departmental process improvements and system enhancements that impact the Company; documents procedures, offers training, and resources for Sales and Sales Support teams per vendor segment specifications.</li> <li>Ensures customer and vendor compliance based on vendor contracts/agreements. Takes appropriate actions necessary to activate and/or register customer purchases based on vendor requirements. Tracks deliverables to close out orders and assist in revenue recognition.</li> <li>Develops and maintains relationships and personal knowledge of vendor programs and contract procedures through training, webinars, and conversations with the vendors&rsquo; and supplier inside support. Represents the company in meetings and presentations.</li> </ul>
Requirements: <ul> <li>Advanced ability in Microsoft 365 Business applications which include Outlook, Word, Excel, PowerPoint, Teams, Visio, and SharePoint.</li> <li>Advanced understanding of sales or product procurement operations with ability to analyze pricing, follow and improve processes within a vendor segment while maintaining set controls.</li> <li>Ability to identify process improvements and system enhancements in a changing environment.</li> <li>Systematic advanced reasoning skills with ability to define problems, collect data, establish facts, and draw valid conclusions.</li> <li>Advanced working knowledge of Cloud, Software, Activations and Warranty operation processes and procedures with ability to advise and train team members.</li> <li>Attention to detail in composing, keying, and proofing professional business materials.</li> <li>Articulate with ability to express oneself clearly and professionally in written and oral communication.</li> <li>Discreet with demonstrated ability to work in a confidential executive environment using good judgment while acting as an ambassador for the company.</li> <li>Self-directed with the ability to work independently, prioritize and meet fixed service levels.</li> <li>Quick study with ability to master a situation or learn new things with minimal direction or training.</li> </ul>