The Service & Support Analyst is responsible for evaluating and responding to customer contract redlines related to service terms, SLAs, warranties, and support obligations. This role partners closely with Contracts, Sales, and Service Operations to interpret risk, propose compliant alternatives, and craft clear, timely responses that protect the company while meeting customer requirements or requests. The analyst maintains redline response repository and ensures alignment with policy, regulatory standards and ability to operationalize requests. Success in this role requires strong contract literacy, attention to detail, and the ability to communicate complex service provisions in a customer-friendly, solution-oriented manner.
In addition, the analyst will work closely with Sales, Technical and Field Service, Contracts and Quoting to review the customer's products to determine eligibility to renew contracts with a new support agreement. The analyst would be responsible for reviewing product eligibility across multiple Client solutions by reviewing review versions, configurations, and product lifecycle status. The analyst will validate serials/SKUs, assess compatibility with service delivery capabilities, identify gaps (e.g., end-of-support units, third party devices, or non-standard configurations), and recommend any available remediation paths such as upgrades, substitutions, time and material or tailored support exceptions. The analyst will provide final review in a clear output for accurate quoting, entitlement setup, and ongoing service execution. Strong cross-functional collaboration, analytical skills, and a pragmatic approach to risk management are essential.
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