Service Level Agreement Administrator

Royal Boon Edam is a global market leader in entry solutions. Headquartered in the Netherlands, with 140 years of experience in engineering quality, we have gained extensive expertise in managing the movement of people through office buildings, airports, healthcare facilities, hotels and many other types of buildings.

Veterans and active military are greatly encouraged and welcomed to join our Boon Edam team.

Some of the benefits to you:

  • Competitive compensation with bonus potential
  • Great benefits package that includes: medical, dental, life insurance, 401k with matching, short and long term disability, Boon Edam pays 100% medical premiums for the employee and their family, PTO, paid holidays, employee assistance programs, and more!
  • Advancement opportunities as the company continues to grow


Purpose / General Description:

Responsible for ensuring customer service level agreements are executed according to the existing terms. Coordinates the execution of service agreements by scheduling services and arranging Boon Edam technician schedules and close partnership with third party vendors. Plays a key role in communicating potential new service offerings to upper management based on customer feedback/experiences.


Essential Duties and Responsibilities:

  • Creates and maintains a catalog of existing Services offered by Boon Edam and Partners.
  • Works with leadership and managers to formulate and maintain an appropriate SLA structure for the organization, to include
    • Service based, Customer-based or multi-level
    • Third-Party Supplier/Contract Management relationships to the SLA Process
    • Accommodating any existing SLA contracts while improving currents processes to fulfillment and delivery.
  • Maintain compliance with established SLA's and provide guidance to the customer and third party vendors on terms of agreement
  • Provides regular feedback to VP of Customer Experience for any proposed new/developing services to consider based on customer requests/feedback
  • Maintains consistent and thorough quality of response from the onset of service request to completion of service provided by Boon Edam Inc and third-party service providers.
  • Produces regular reports on actual service performance experience and achievement against the established expectations of SLAs
  • Organizes and maintains the regular Service Level review process with both the third-party service providers and Customer monitoring current performance, outstanding actions, service level targets, underpinning agreements and third parties, as well as identifying any areas of service performance improvement.
  • Initiates any actions directed by management required to maintain or improve service levels
  • Conducts annual (as appropriate) review of the entire Service Level process and makes recommendations to management for any amendments necessary
  • Acts as a co-ordination point for any temporary changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required.).
  • Provides administrative assistance support to the Boon Edam preventative maintenance team
  • Responsible for managing and scheduling preventative maintenance services for SLA's. This will include communicating to customers via email and phone about service dates and possible schedule changes


Minimum Requirements:

  • 2 year Associates degree in administration or equivalent work experience
  • At least 1 year clerical contract experience; 2 years preferred
  • At least 1 year experience schedule field technicians; 2 years preferred
  • At least 1 year experience in performance reporting and analysis, as well as measuring established KPIs; 2 years preferred
  • At least 1 year experience communicating terms of SLA with vendors and/or service partners; 2 years preferred
  • Proficient in Microsoft Office; specifically Outlook and Excel

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.