Service Business Specialist II

The Job Responsibilities

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle "Technology for Life".

The Service Business Specialist II independently manages complex service contract renewal and retention activities, applying deep commercial expertise and judgment to non‑routine scenarios. The role owns end‑to‑end renewal execution, identifies growth and risk opportunities, and partners cross‑functionally to improve customer outcomes, operational efficiency, and portfolio performance.

This is a hybrid position working 2-3 days in our US Headquarters office located in Telford, PA.

Responsibilities

• Independently manages complex service‑contract renewal activities, applying sound judgment to pricing, terms, scope clarification, and retention strategies.
• Owns resolution of non‑routine commercial issues, coordinating with Sales, Service Operations, Legal, Finance, and other stakeholders to achieve timely and compliant outcomes.
• Analyzes customer, contract, and portfolio data to identify renewal risks, coverage gaps, and expansion opportunities; recommends actions to improve retention and conversion.
• Serves as the primary point of contact for customers and internal partners for advanced renewal scenarios, escalations, and negotiations.
• Ensures accuracy, completeness, and audit readiness of contract documentation, renewal records, and supporting data.
• Supports structured outreach and renewal campaigns, adapting approaches based on customer segmentation and performance trends.
• Contributes to continuous improvement of renewal playbooks, messaging, workflows, and supporting tools.
• Acts as a subject‑matter resource to peers, sharing best practices and supporting quality and consistency across the team.
• Performs other duties as needed and assigned.

Your Qualifications

• Bachelor’s degree preferred or equivalent experience
• 2+ years of experience in service‑contract renewals, commercial operations, customer success, account management support, or related commercial functions
• Demonstrated experience independently managing complex or non‑routine service‑contract renewals, including pricing considerations, contract terms, scope clarification, and retention strategy execution
• Proven experience resolving complex commercial or contractual issues through collaboration with Sales, Legal, Finance, Service Operations, and other stakeholders
• Experience analyzing customer, contract, and portfolio data to identify renewal risks, coverage gaps, churn drivers, and expansion opportunities
• Prior experience serving as a primary customer and internal partner contact for escalated renewal scenarios, negotiations, or exception handling
• Experience ensuring accuracy, completeness, and audit readiness of commercial documentation, renewal records, and supporting data
• Exposure to structured renewal campaigns or portfolio‑based renewal management approaches preferred