Service Operations Specialist Department: Innovation & Services • Type: Full-time ROLE OVERVIEW The Service Operations Specialist owns Techbuyer’s support renewal portfolio in its entirety covering TPM, vendor-provided support, and Techbuyer Care and is the primary commercial driver for the Techbuyer Care service proposition. This is a target-driven role that combines customer-facing sales activity with operational control of the services commercial pipeline, from quotation through to order placement and onboarding. The role has two distinct but complementary dimensions. The first is a sales motion: engaging customers ahead of support contract expiry and driving the renewal discussions which increasingly will be to Techbuyer Care. The role also has the remit to engage customers who own the ~1,500 hardware assets sold by Techbuyer and where warranty is expiring with no support contract in place. The second is operational: acting as the central control point for services activity, pricing consistency, and onboarding coordination. For vendor-provided support renewals, the Specialist owns the customer relationship and initiates the quoting process, but routes quotation and order placement through the Bid Desk Executive who has the vendor relationships and systems to execute. For TPM and Techbuyer Care, the Specialist manages quotation and order placement directly. With the launch of Techbuyer Care, the conversion of customers from third-party maintenance to Techbuyer’s own-brand service becomes a core activity. This is a resell motion, not a renewal — it requires consultative selling capability, product knowledge, and the ability to handle objections around switching. The Specialist is measured on revenue and profit performance against a personal target covering all support renewals, Techbuyer Care conversions, and warranty expiry conversions. On accounts owned by Enterprise Sales Executives, the Specialist drives the renewal process and activity but operates in support of the ESE, who retains strategic account ownership, primary customer relationship and financial targets. On all other accounts, the Specialist assumes full commercial ownership. KEY RESPONSIBILITIES SUPPORT RENEWALs Owns the full support renewal cycle across TPM, vendor-provided support, and Techbuyer Care: customer outreach at 7 months, 120 days, 90 days, 60 days, and 30 days prior to expiry Engages customers to understand renewal intent, identify risks, and surface opportunities to extend or upgrade the service relationship For TPM and Techbuyer Care renewals: prepares and issues quotations directly, ratifying pricing against the services price book and escalating non-standard pricing for approval For vendor-provided support renewals: owns the customer relationship and renewal decision, but initiates quotation requests through the Bid Desk Executive, who prepares the quote and places the order using vendor systems and relationships Manages the close across all renewal types: handles objections, negotiates terms, and progresses deals to order Owns vendor and TPM partner registration for conversions and renewals Actively liaises with TPM partners for best pricing and availability ACCOUNT OWNERSHIP & SALES COLLABORATION On accounts owned by Enterprise Sales Executives, drives the renewal process end-to-end — managing outreach, coordinating quotations, handling objections, and progressing to close — while operating in support of the ESE who retains strategic account ownership and the primary customer relationship On all other accounts, assumes full commercial ownership of the renewal or conversion: owns the customer relationship, drives the process, and closes the deal independently TECHBUYER CARE CONVERSION Proactively identifies TPM renewal customers who are candidates for conversion to Techbuyer Care, Techbuyer’s own-brand support service Positions Techbuyer Care as a compelling alternative at the point of TPM renewal, handling objections around switching and demonstrating the value of Techbuyer’s own service proposition This is a resell motion: the customer is moving from a third-party product to a Techbuyer-owned service. The commercial conversation is substantively different from a renewal and requires a consultative approach Works with the Service Advisor team to ensure smooth onboarding for new Techbuyer Care customers Feeds conversion performance data into pipeline forecasting and commercial reporting WARRANTY EXPIRY CONVERSION CALLS Proactively engages the customer where Techbuyer-supplied CTO hardware is approaching or has reached the end of its standard warranty with no support contract in place Uses the warranty expiry event as a compelling commercial trigger to introduce TPM or Techbuyer Care Maintains and updates the installed base record to track warranty expiry dates, conversion status, and future opportunities This activity represents a significant untapped revenue opportunity and is expected to grow as the installed base expands and Techbuyer Care matures SERVICES QUOTATION & ORDER MANAGEMENT Acts as the central control point for all services commercial activity, maintaining visibility across all support renewal types regardless of where quotation is executed For TPM and Techbuyer Care: prepares, ratifies, and tracks quotations directly; places purchase orders with TPM partners and internal systems For vendor-provided support renewals: initiates quoting requests with the Bid Desk Executive, provides all necessary customer and contract information, and confirms orders once the BDE has executed Manages special instructions: ensuring any non-standard requirements are correctly captured and communicated to the delivery or Service Advisor team Monitors onboarding timeframes and follows up on exceptions Maintains pricing consistency across all support types, flagging and resolving discrepancies Tracks outstanding quotes across all renewal types, monitoring turnaround times and escalating delays PIPELINE & REPORTING Is measured against a personal revenue and profit target covering all support renewals (TPM, vendor-provided, and Techbuyer Care), warranty expiry conversions, and Techbuyer Care conversions Maintains an accurate and current services pipeline, contributing to regular forecasting reviews Tracks win/loss data across all activity types to inform commercial strategy and service proposition development Maintains and updates the installed base record with new deal information to ensure future renewal and conversion triggers are correctly set