Contract Specialist

Position Summary

The Long-Term Service Agreement (LTSA) Program Manager is responsible for managing customer service contracts throughout their lifecycle to ensure contractual compliance, customer satisfaction, and operational excellence. This role serves as the primary liaison between Hanwha Power Systems Americas and its LTSA customers, with a strong focus on service interval scheduling, performance and KPI reporting, and overall customer relationship management.

The Program Manager ensures that contractual obligations are executed accurately and on time while providing customers with transparent reporting and proactive communication regarding service activities, equipment performance, and long-term maintenance planning.

Key Responsibilities

Program & Contract Management

• Manage assigned LTSA contracts from execution through renewal or closeout.
• Ensure all contractual service scope, milestones, and deliverables are fulfilled in accordance with LTSA terms.
• Track contract KPIs, obligations, and service entitlements and generate periodic reports.

Service Scheduling & Coordination

• Develop, maintain, and manage long-term service interval schedules in coordination with Field Service, Engineering, Parts, and Operations teams.
• Proactively adjust schedules based on operational conditions, customer needs, and asset performance.
• Ensure timely planning and execution of outages, inspections, overhauls, and preventive maintenance activities.

Reporting & Data Management

• Generate and distribute routine and ad-hoc reports related to LTSA performance, service execution, cost tracking, and asset reliability.
• Maintain accurate program documentation, service records, and performance metrics.
• Present program status, risks, and improvement opportunities to internal stakeholders and customers.

Customer Relationship Management

• Serve as the primary point of contact for LTSA customers.
• Build and maintain strong, long-term customer relationships through regular communication, meetings, and performance reviews.
• Address customer concerns, coordinate issue resolution, and ensure high levels of customer satisfaction.
• Support contract renewals, amendments, and commercial discussions in partnership with Sales and Leadership.

Cross-Functional Collaboration

• Coordinate closely with Sales, Field Service, Engineering, Supply Chain, and Finance to ensure seamless service execution.
• Participate in internal program review meetings and continuous improvement initiatives.

Risk & Performance Management

• Identify program risks, service gaps, and performance deviations.
• Develop mitigation plans and ensure corrective actions are implemented.
• Support root cause analysis and lessons-learned processes.

Qualifications

• Education & Experience
• Bachelor’s degree in Engineering, Business, Project Management, or related field (or equivalent experience).
• 5+ years of experience in program management, service contract management, or industrial service operations.
• Experience in power generation, turbomachinery, energy, or heavy industrial services strongly preferred.
• Skills & Competencies
• Strong report generation, data analysis, and documentation skills.
• Excellent customer communication and relationship management abilities.
• Advanced organizational and scheduling capabilities.
• Proficiency with ERP, CRM, and reporting tools (e.g., SAP, Salesforce, Excel, Power BI, or similar).
• Ability to manage multiple programs and priorities simultaneously.
• Strong problem-solving, negotiation, and decision-making skills.

Working Conditions

• Office and/or hybrid environment with occasional travel to customer sites as required.

Performance Measures

• LTSA contract compliance and execution accuracy
• Customer satisfaction and retention
• Timely service interval execution
• Quality and accuracy of reporting
• Program financial and operational performance

Compensation

Hanwha Power Systems Americas (HPSA) offers a dynamic and challenging work environment with benefits including generous Paid Time Off, Medical, Dental, Life Insurance and 401(k). HPSA will assist with normal moving expenses.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Equal Opportunity Veterans/Disabled