{"id":1704217,"url":"https://alion.io/job/trg-contract-support-specialist","title":"Contract Support Specialist","company":{"id":2155575,"name":"TRG","domain":"trgsolutions.com","url":"https://alion.io/company/trgsolutions","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Westlake, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":65000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":850},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-21T15:09:50Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-09T00:42:37Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Contract Support Specialist\nEndpoint Services & Customer Success\n The Contract Support Specialist supports the successful delivery and ongoing management of contracted endpoint management, device lifecycle, break/fix, depot repair, field service, and managed IT services.\nThis position serves as a key link between Customer Success, Service Delivery, Operations, Sales, and Finance, helping ensure that customers receive the services, support levels, and outcomes defined within their agreements.\nThe role is responsible for understanding customer contracts and service requirements, maintaining accurate service and entitlement information, monitoring SLA commitments, coordinating service issues, supporting customer reviews, and proactively identifying opportunities to improve the overall customer experience.\nThe ideal candidate combines strong organizational skills with a customer-first mindset and an understanding of IT service delivery and endpoint support.\nKey Responsibilities\nCustomer Success & Account Support\nServe as an operational point of contact supporting assigned customer accounts.\nPartner with Customer Success Managers and Account Managers to deliver a consistent, high-quality customer experience.\nDevelop a strong understanding of each customer's environment, contracted services, locations, devices, SLAs, and support requirements.\nHelp coordinate customer requests and ensure issues are directed to the appropriate Service Delivery or Operations teams.\nProactively follow up on outstanding service issues and customer commitments.\nIdentify recurring customer concerns and work with internal teams to drive resolution.\nSupport customer onboarding, service transitions, renewals, and expansion initiatives.\nHelp identify opportunities to expand services based on customer requirements and device lifecycle needs.\nEndpoint Management & Lifecycle Services\nSupport customer programs covering the complete endpoint lifecycle, including:\nDevice deployment and provisioning\nConfiguration and staging\nAsset tagging and inventory management\nDevice moves, adds, and changes\nIMAC services\nEndpoint monitoring and management\nTechnology refresh programs\nDevice retrieval and replacement\nDepot services\nAsset disposition and recycling\nSpare pool management\nWarranty coordination\nEnd-of-life and refresh planning\nMaintain accurate documentation regarding covered devices, locations, service entitlements, and customer-specific requirements.\nBreak/Fix & Service Support\nSupport the coordination and management of customer break/fix programs.\nEnsure covered devices and service entitlements are accurately documented.\nMonitor service tickets and work orders against contractual SLAs.\nCoordinate with service desks, field technicians, depot operations, OEMs, and logistics teams as necessary.\nHelp manage repair, replacement, parts, and device swap requirements.\nTrack open and aging incidents and proactively escalate service issues.\nAssist with critical service escalations and ensure appropriate communication with the customer.\nIdentify recurring device failures or service trends and communicate findings to Customer Success and Service Delivery leadership.\nSLA & Service Performance Management\nMaintain a clear understanding of customer-specific SLA requirements.\nMonitor performance against response, repair, replacement, resolution, and other contractual service targets.\nIdentify potential SLA risks before they become customer issues.\nCoordinate corrective actions with Service Delivery and Operations.\nMaintain documentation of customer-specific escalation procedures.\nSupport root-cause analysis and corrective-action plans for recurring service issues.\nAssist with service reporting and performance improvement initiatives.\nContract & Service Entitlement Management\nMaintain accurate records of customer contracts, Statements of Work, SLAs, amendments, and change orders.\nTranslate contractual requirements into clearly defined operational service requirements.\nMaintain accurate records of covered assets, sites, services, service levels, pricing, and contract dates.\nEnsure operational teams understand customer-specific requirements.\nTrack contract renewals, expiration dates, notice periods, pricing adjustments, and service changes.\nCoordinate amendments and change orders when service scope changes.\nHelp ensure customers receive the services to which they are contractually entitled while preventing unauthorized or out-of-scope service delivery.\nCustomer Reporting & Business Reviews\nPrepare service performance information for customer meetings and business reviews.\nTrack and report key customer metrics including ticket volumes, SLA attainment, response and resolution times, device failures, repeat incidents, repair volumes, aging tickets, and service trends.\nSupport Customer Success Managers in preparing Quarterly Business Reviews and service review meetings.\nDocument customer action items and ensure internal follow-through.\nHelp translate operational data into meaningful customer insights and recommendations.\nCustomer Onboarding & Service Transition\nSupport new customer implementations and service transitions.\nEnsure customer sites, assets, contacts, escalation paths, SLAs, and service requirements are properly documented before service commencement.\nCoordinate with Service Delivery, Field Services, Depot Operations, Logistics, and Customer Success during onboarding.\nValidate that customer information is accurately established within service management systems.\nSupport transition from implementation/project teams into ongoing managed services.\nCross-Functional Coordination\nWork closely with:\nCustomer Success to maintain customer satisfaction, retention, and account health.\nService Delivery to ensure contractual services and SLAs are achieved.\nField Services to coordinate onsite break/fix, deployment, and endpoint support.\nDepot & Repair Operations to manage device repair, replacement, and spare pools.\nLogistics to coordinate device and parts movement.\nSales & Account Management to support renewals and service expansion.\nFinance to ensure services, billing, and contractual terms are aligned.\nQualifications\n2-5 years of experience in Customer Success, IT Service Delivery, Managed Services, Endpoint Services, Service Operations, or Contract Support.\nExperience within an IT services, managed services, field services, device lifecycle, or technology support organization strongly preferred.\nUnderstanding of endpoint devices such as laptops, desktops, mobile devices, printers, scanners, POS systems, or other enterprise technology.\nFamiliarity with break/fix service models, SLAs, field service, depot repair, and device lifecycle management.\nExperience working with ITSM, CRM, ERP, or service management platforms preferred.\nStrong customer communication and relationship-management skills.\nExcellent organizational skills and attention to detail.\nAbility to manage multiple customer requirements and priorities simultaneously.\nStrong analytical and problem-solving capabilities.\nKey Performance Indicators\nPerformance should be measured primarily around customer and service outcomes, including:\nCustomer satisfaction and account health\nSLA attainment\nTicket and work-order aging\nMean time to repair/resolution\nRepeat incident rates\nBreak/fix service performance\nCustomer escalation resolution\nAccuracy of asset and entitlement information\nCustomer onboarding effectiveness\nContract renewal readiness\nCustomer retention\nQBR/service review quality\nIdentification of service expansion opportunities\nRole Mission\nEnsure customers receive exceptional support throughout the lifecycle of their endpoint technology-from deployment and ongoing management through break/fix, repair, replacement, refresh, and disposition.\nThe Contract Support Specialist connects the customer's contractual commitments with day-to-day service delivery, helping ensure strong SLA performance, operational accountability, proactive communication, and an exceptional customer 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