What are the responsibilities and job description for the Delivery Support Specialist position at Heartland Business Systems?
Job Type
Full-time
Description
The Delivery Support Specialist role is primarily responsible for ensuring efficient and smooth day-to-day operations of the delivery team processes and projects. This individual works closely with multiple Team Leads, Solutions Consultants, and business units to schedule, coordinate, and help progress opportunities.
Roles and Responsibilities:
How to qualify:
Heartland Business Systems is one of the largest technology VARs, or Value-Added Resellers, in the Midwest. Anything that happens with computers, we do it! We pride ourselves on our Core Values of:
Performance – HBS is driven to achieve exceptional results in all aspects of our business.
Respect – HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.
Innovation – HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.
Development – HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.
Excellence – HBS takes great pride in all we do and strives for excellence always.
What you can expect from HBS:
Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.
Full-time
Description
The Delivery Support Specialist role is primarily responsible for ensuring efficient and smooth day-to-day operations of the delivery team processes and projects. This individual works closely with multiple Team Leads, Solutions Consultants, and business units to schedule, coordinate, and help progress opportunities.
Roles and Responsibilities:
- Collaborate with Inside Sales and Accounts Receivable (AR) departments to monitor the business unit service intake boards and new delivery service engagements.
- Monitor and respond to requests for presales support and work with the delivery team to assign resources. Provide scheduling and collaboration support.
- Quote services sold/supported by business units, where appropriate. Ensure accurate margin, pricing, and descriptions of product when quoting to clients.
- Monitor contract and license expiration dates sold/supported by delivery service team and coordinate with Sales to facilitate timely renewals, cancellations or service modifications.
- Assist with creation of Statements of Work (SOW) that fit established guidelines and provide specialized support for SOWs needing customization or deeper technical scoping.
- Assist Business Unit Leaders with quoting, opportunity analysis and forecasting to improve resource scheduling and project planning.
- Troubleshoot billing errors and ensure accurate client-facing credits and/or rebills with AR Team, as needed.
- Support accounting on service agreement setup and invoicing.
- Review accounting agreements for accuracy, where appropriate.
- Collaborate effectively with colleagues in Sales, Finance, and other business units.
- Provide innovative ideas on sales support process improvements and development of services.
- Assist with marketing activities and special projects as defined by the Operations Manager.
- Perform and support activities related to business-unit–specific processes
- Monitor weekly business unit timesheets for timely submission and accuracy. Assist in troubleshooting any issues or discrepancies that prevent proper submission.
- Participate in scheduled meetings with Leadership, as requested.
- Provide administrative or clerical support, as needed, for team.
- Attend team educational events to maintain a high-level understanding of the technologies and services offered by the delivery teams.
- Cross train with other team members supporting different business units.
How to qualify:
- 1 years of experience utilizing a ticketing or service management platform to manage scheduling, assign tasks, monitor work progress, produce reports, and support operational research.
- 2 years of administrative and/or office support experience including scheduling, planning, etc.
- Bachelor’s Degree or equivalent experience
- Proficiency in the use of Microsoft products including Outlook, Word, Excel, and PowerPoint
- Effective communication skills for collaborating across teams and supporting operational alignment
- Maintain an outcome-focused mindset
- Have strong prioritization skills
- Always be a team player
- Carry a professional attitude and respectful demeanor
Heartland Business Systems is one of the largest technology VARs, or Value-Added Resellers, in the Midwest. Anything that happens with computers, we do it! We pride ourselves on our Core Values of:
Performance – HBS is driven to achieve exceptional results in all aspects of our business.
Respect – HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.
Innovation – HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.
Development – HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.
Excellence – HBS takes great pride in all we do and strives for excellence always.
What you can expect from HBS:
- Competitive Compensation Package (may include, but is not limited to: bonus, incentive, commission, fair wage, retirement plans, and benefits with HSA-compatible plans)
- Growth Opportunities
- Community Involvement
- Personal Development
- Employee and Family Celebrations
- Green Initiatives
- Personal Time Off
- Work Life Balance
- Employee and Family Celebrations
Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.