Commercial Maintenance Agreement Administrator

The Commercial Maintenance Agreement Administrator (MAA) owns the accuracy, profitability, and renewal of ENCON's commercial maintenance agreement book. This is a centralized back-office role serving all commercial branches. The MAA is the system of record for commercial agreements in Service Titan, manages the renewal cycle end to end, and leads the migration of older Legacy contracts onto the current service tier structure (Basic, Preventive, Predictive, & Predictive Plus).

The role does not sell or close net-new agreements or quote replacement work; closing new customer agreements sit with the MSR and replacement quoting with the Account Manager. The MAA's job is to make sure every agreement on the books is documented correctly, priced to margin, renewed on time, and positioned on the right tier.

Reporting and Scope

Reports to the Manager of service management team. Works closely with branch Service Managers, CRMs, Dispatchers, Account Managers, and Maintenance Techs. Supports all commercial branches and locations from a centralized seat in Stratford office.

Key Responsibilities

Agreement Administration and Service Titan Accuracy

• Serve as the system of record for all commercial maintenance agreements in Service Titan, ensuring client details, equipment lists, service tier, visit schedules, billing schedules, and scope are accurate and current.
• Building new agreements in Service Titan once the MSR closes them, setting up equipment, tier, visit cadence, billing schedule, and scope so the agreement is live and accurate from day one. (Building the agreement in the system, not selling it.)
• Manage the existing agreement book day to day: process changes, update scope and equipment, send out updated agreements promptly, and confirm every change is documented in the agreement itself.
• Respond promptly to client and internal questions submitted through the commercial maintenance email group or by phone.
• Update agreement material and equipment scope when a technician identifies a discrepancy in the field, including updating any open jobs tied to the agreement.
• Regularly audit agreements for accuracy and compliance with company standards to prevent billing errors and service gaps.

Renewal Management

• Own the commercial renewal calendar. Track every agreement's renewal date and drive the renewal process so contracts are reviewed, repriced, and reissued before they lapse.
• Run a profitability and scope review on each agreement ahead of renewal, using historical visit performance and projected costs, and flag agreements that need a tier change or scope adjustment.
• Prepare renewal paperwork and coordinate with the MSR and Account Manager so the client conversation is handled by the right person with accurate numbers in hand.
• Track renewal status and report on what is renewed, pending, at risk, or lost.

Legacy to Tier Migration

Older in-force contracts sit on Legacy terms that predate the current tier structure. Moving them onto Basic, Preventive, Predictive, or Predictive Plus is a standing workstream owned by this role.

• Maintain a working list of all Legacy commercial agreements and their current terms, pricing, and scope.
• For each Legacy account, identify the appropriate current tier based on equipment, criticality, and existing scope, and document the recommended mapping.
• Build the side-by-side that shows the client what changes in moving from Legacy to the recommended tier (scope, visit cadence, diagnostics, pricing), and hand it to the MSR to run the conversation.
• Convert the agreement in Service Titan once the client accepts, ensuring scope, schedule, and billing all reflect the new tier.
• Report monthly on Legacy migration progress: accounts remaining, migrated, and target tier mix.

Repricing and Margin Management

• Reprice agreements at renewal or when scope changes, aligning pricing to labor cost, material cost, and the gross margin targets set by management.
• Follow company repricing guidelines and flag any increase above the standard threshold for a client conversation handled with the MSR or Account Manager.
• Use profitability data and visit history to support pricing decisions and keep agreements at or above the minimum gross-margin-to-labor (GM/L) standard.

Profitability Tracking

• Monitor agreement profitability after service visits and surface contracts running below the minimum GM/L ratio.
• Address underperforming agreements by identifying inefficiencies and recommending adjustments to scope, pricing, schedule, or tier.
• Perform a full profitability review on each agreement at renewal, weighing historical performance against projected cost.

Coordination and Team Support

• Work with branch CRMs and Dispatchers to align agreement schedules and billing arrangements so service runs cleanly.
• Support the Account Manager by keeping agreement data clean, so out-of-scope replacement opportunities surface with accurate context. Hand off replacement and net-new opportunities to the Account Manager rather than quoting them.
• Assist CRM team members…