Role Description As a Service Delivery Manager working remotely in the US, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. In this role, you’ll support and motivate your team to ensure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalations while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done. You’ll report to the Director. We’re looking for a leader to act as one, encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility. During a Typical Day, You’ll: - Improve the key success metrics associated with goals, including: - Customer Satisfaction Score - Service Level Goals - Quality Goals - Coach associates to ensure achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products, or processes of projects. - Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team. Qualifications - Minimum 1 year call center or equivalent work experience - Continuously promote a performance-driven culture and always work towards reaching for amazing - Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks - Consistently mentor and inspire others - Customer-focused mindset - Understanding, interpreting, and manipulating data for reporting - An active License Benefits - Knowledgeable, encouraging, supporting, and present leadership - Diverse and community-minded organization - Career growth and lots of learning opportunities for aspiring minds - Competitive compensation, performance bonus opportunities, and benefits

Role Description The Area Manufacturing Manager provides high level manufacturing expertise in the application of best available technology and practices for all PCA facilities. The Area Manufacturing Manager works with mill manufacturing, plant personnel, and corporate resources to facilitate the exchange of best practices. The ideal candidate will have: - Project management experience - Equipment installation and start-up experience - Preventive maintenance, troubleshooting, and project design experience Relocation is not required but must have the ability to travel up to 80% to various PCA locations. Qualifications - Bachelor of Science in Electrical Engineering or Electrical Engineering Technology from an accredited college or university - 10+ years as Electrical Power Engineer, Project Engineer (Power System preferred) or Field Tech Support - Paper Mill or Box Plant Experience a plus - Strong verbal and written communication skills and the ability to influence and persuade others - Excellent organization and planning skills are a requirement - Ability to work well with consulting engineers, local electricity providers, and local authorities having jurisdiction - Strong working knowledge of the National Electrical Code, NPFA-70E, and Electrical Safety in the Workplace - Experience using Microsoft Excel, Outlook, PowerPoint, and Word Requirements - Provide technical support to the business and manufacturing operations - Thorough understanding of 13.8KV to 120VAC power distribution systems and installation requirements - Knowledge of power system design criteria - Knowledge of SKM analysis software or EasyPower and ability to adapt to SKM - Experience in programming and setting up protection relays for power systems and motors - Experience developing breaker and protection relay settings, GE UR relays a plus - Knowledgeable in breaker and MV Motor starter maintenance - Evaluate, select, and apply standard engineering techniques, procedures and criteria using judgment in making minor adaptations and modifications - Provide project management support across the business when and where needed as projects arise - Provide technical training to plant personnel on newly installed technologies - Develop plans, specifications and reports - Make actionable recommendations based on sound engineering judgment - Perform other duties and responsibilities as assigned Benefits - Starting salary range for position: $129,500-$185,000 - Bonus: Annual – Based upon individual contribution and overall, Company performance - Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year - Paid Holidays - Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages - Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions

Role Description The Senior Manager Business Process Consulting Services operates within a centralized IT organization, providing process guidance and expertise to individual Profit Center (PC) locations operating in a highly decentralized business model. This leader assists Hajoca Profit Centers achieve operational improvement, collaborating with technology and business teams to define best practices for operating a business within the framework of the Epicor Eclipse ERP. This individual identifies and analyzes opportunities to improve efficiency, reduce costs, and coaches the PCs to improve overall performance. You will be responsible for the following: - Process Analysis and Assessment - Foster strong partnerships with Profit Centers to analyze business operations and leverage learnings to identify the needs of the business and create and provide recommendations for business process improvements. - Analyze processes to identify bottlenecks, inefficiencies, and areas for improvement. - Evaluate the impact of process changes on overall business operations. - Process Redesign and Improvement - Evaluate existing PC operations and collaborate with PC leadership on the development and recommendation of process improvement strategies and initiatives. - Collaborate with teams to redesign processes, eliminate redundancies, and enhance PC operational efficiency, leveraging the Eclipse system. - Engage with critical stakeholders to identify KPIs targeting business enhancements that align with Leadership and Hajoca strategies and initiatives and promote positive and measurable progress. - Partner with IT leaders and Analysts to leverage Enterprise Data Management Solutions for developing operational KPI metrics and reporting in Excel and Power BI. - Data Collection & Analysis - Gather data and metrics related to current processes and performance. - Utilize data analysis tools and methodologies to identify trends and areas for improvement. - Make data-driven recommendations for process enhancements. - Change Management - Facilitate change management efforts to ensure smooth adoption of new processes. - Communicate changes effectively to employees and stakeholders. - Provide training and support for teams impacted by process changes. - Documentation and Standardization - Create process-related supporting manuals, flow charts, foundation blocks for operational framework. - Ensure processes are optimized and well-documented for consistency. - Continuous Improvement - Stay updated on industry best practices and emerging trends in process optimization. - Lead and participate in ongoing process improvement projects. - Cross-functional Collaboration - Collaborate with various departments and teams to gather input and feedback on process improvements. - Build strong relationships with stakeholders to ensure buy-in and support of process changes. - Team Management - Provide effective leadership to the team, including hiring, training, and coaching team members. - Set clear performance expectations and provide regular feedback and performance evaluations. - Collaborate with senior management to define departmental or team goals and objectives. - Develop strategies and action plans to achieve these goals. - Manage and allocate resources, including budget, personnel, and equipment, to support the team's goals and projects. Qualifications - Bachelor’s degree in business administration, Operations Management, or a related field. - Proven experience in process analysis and improvement, preferably in a leadership role. - Strong analytical skills and proficiency in data analysis tools. - Excellent communication and interpersonal skills. - Project management skills with the ability to lead cross-functional teams. - Knowledge of process modeling and mapping tools (e.g., BPMN, Six Sigma, Lean methodologies). - Change management expertise. - Knowledge/usage of an Epicor Eclipse ERP system to perform day-to-day functions. Requirements - Possess an understanding of the plumbing wholesale distribution industry and plumbing products. - Demonstrate excellent interpersonal skills and the ability to work effectively across all levels of the business. - Have demonstrated experience and ability leading a team driving process improvements. - Possess the ability to think “out-of-the-box” and be willing to take educated risks to drive process change and improvement. - Possess a deep understanding of cost-drivers and the analytical ability to connect this to end-to-end impact on business processes. - Be comfortable rolling up their sleeves and leading by example whether digging into the data or participating in discussions with various stakeholders. - Be comfortable operating in a growth-oriented environment maintaining a high sense of urgency and performance management. - Demonstrate effective decision-making skills with the ability to leverage data to draw conclusions and drive results. - Be able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service. - Deal with interpersonal conflicts and setbacks in a mature, problem-solving, solutions-oriented manner. Benefits - Full-time benefits (for team members working 30 or more hours per week): - Medical, dental, vision, and prescription coverage - Accident, Hospital Indemnity, and critical care coverage - Life insurance and Long Term Disability - Pre-tax accounts for healthcare, dependent care, and commuter benefits - Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law) - Paid pregnancy and parental leave - Paid day of community service - Full-time and part-time benefits: - 401(k) - Retirement cash account with company contributions - Targeted training programs focused on your personal and professional growth - Company wellness program - Employee discounts - College tuition benefits

Role Description The Senior Manager, Strategic Technical Operations serves as the primary technical and operational leader for Peak Technologies' strategic enterprise customers. This role is responsible for managing customer relationships, overseeing service delivery performance, coordinating internal and external technical resources, and ensuring contractual commitments are met. Acting as a trusted advisor and escalation point, the position partners closely with customers, service teams, sales, and leadership to drive customer satisfaction, retention, and operational excellence. The role also supports strategic initiatives, contract renewals, and continuous improvement efforts across assigned accounts. Key Accountabilities - Customer Leadership & Relationship Management - Serve as the primary technical and operational point of contact for assigned strategic accounts. - Build and maintain strong relationships with customer leadership, operational stakeholders, and executive teams. - Participate in recurring customer meetings, operational reviews, and executive business reviews. - Manage escalations and drive resolution of complex operational and technical issues. - Ensure high levels of customer satisfaction, retention, and account performance. - Technical Operations & Service Delivery - Coordinate and oversee technical support resources, field service teams, and third-party service providers. - Ensure service commitments, SLAs, and operational performance metrics are achieved. - Monitor service trends, operational risks, and customer requirements to proactively address issues. - Lead cross-functional efforts involving Technical Operations, Service Delivery, Engineering, Sales, and Customer Success teams. - Drive continuous improvement initiatives that enhance service quality, efficiency, and customer outcomes. - Strategic Account Management - Support contract renewals, negotiations, and ongoing customer engagement activities. - Identify operational improvements and strategic opportunities that strengthen customer partnerships. - Partner with Sales and Leadership teams on account planning, growth strategies, and customer retention initiatives. - Provide regular operational updates and performance reporting to senior leadership. - Leadership & Program Management - Coordinate internal and external resources supporting strategic customer programs. - Manage workload prioritization and resource planning. - Establish performance metrics and accountability measures across support teams. - Drive operational consistency, documentation, and best practices. - Lead special projects and strategic initiatives as assigned. Qualifications - Bachelor's degree or equivalent combination of education and experience. - 8+ years of experience in technical operations, service delivery, customer support, field services, or related operational leadership roles. - Experience managing large enterprise customer relationships. - Proven ability to lead cross-functional teams and influence stakeholders without direct authority. - Strong background in operational problem-solving and customer escalation management. - Excellent communication, presentation, and relationship-building skills. - Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications - Experience supporting large national or global enterprise accounts. - Experience with logistics, transportation, supply chain, mobility, barcode, RFID, warehouse automation, or field service technologies. - Experience managing third-party service providers and outsourced support organizations. - Contract management and customer commercial negotiation experience. - Project or program management experience. Typical Performance Targets - Service Delivery: Sustained, measured excellence in project & process delivery. - Cost to Serve: Sustained, measured excellence in delivery efficiency with expected continuous improvement. - Innovation: Step changed delivery in safety, quality, and/or cost. Language Skills - Primary language used in daily operations is English. - Additional primary company languages include Spanish, French, and Dutch. - Read and interpret documents, procedure manuals and various correspondence from both internal and external. - Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization. Supervision Role does require supervision of direct and indirect reports. Decision Making + Reasoning - Able to take accountability and responsibility for business target delivery and decision making. - Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality. Working Relationships Internal and External Customers. Physical Requirements - Activity - Stand: Under 1/3 - Walk: Under 1/3 - Sit: Over 2/3 - Use hands to finger, handle, or feel: Over 2/3 - Reach with hands and arms: Over 2/3 - Climb or balance: Under 1/3 - Stoop, kneel, crouch, or crawl: Under 1/3 - Talk or hear: Over 2/3 - Lift Up to 25lbs: Under 1/3 Company Description Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.