Overview

The Global Technical Service Partner Coordinator is responsible for managing the end-to-end warranty and service claims process for Authorized Service Centers (ASC) and External Service Centers (ESC). The role serves as the primary operational liaison between service partners and ResMed, ensuring claims are submitted accurately, validated against policy and contractual requirements, processed efficiently, and resolved within agreed service levels. The position plays a critical role in maintaining compliance, supporting service partner relationships, and ensuring accurate reimbursement and financial controls

This role plays a critical part in ensuring accurate documentation, process compliance, and smooth coordination across multiple stakeholders including Sales Operations, Finance, Legal, and Service Operations.

You will act as a key operational integrator, supporting end-to-end workflow execution while driving consistency and governance in a global, matrixed environment.

Key Responsibilities

Service Partner Coordinator (Warranty Claims)

• Manage end-to-end warranty, service, labor, and parts claims submitted by Authorized and External Service Centers (ASC/ESC).

• Validate claim accuracy, eligibility, supporting documentation, and compliance with service agreements, policies, and approval requirements.

• Act as the primary liaison for service partners, providing claims support, issue resolution, and guidance on reimbursement processes.

• Coordinate with Finance, Customer Service, Quality, and Regional Teams to ensure timely approval, payment, and closure of claims.

• Monitor claims performance, identify trends and process improvements, and ensure accurate reporting, governance, and audit readiness.

Pricing Workflow Coordination

• Coordinate end-to-end pricing workflows, ensuring accuracy of inputs, templates, and supporting data

• Validate key operational inputs (e.g., volumes, SLAs, cost structures, capabilities)

• Prepare and package pricing documentation for cross-functional approvals

• Track workflow status, manage version control, and escalate delays

Contract Workflow Coordination

• Ensure correct contract templates and operational details (SOPs, SLAs, requirements) are included

• Coordinate contract routing with Legal, Procurement, Finance, and Sales Ops

• Track contract lifecycle and ensure proper documentation storage and communication

Governance & Process Standardization

• Enforce compliance with global SOPs, templates, and governance frameworks

• Maintain trackers and dashboards for workflow performance (cycle time, approvals)

• Support audit readiness and compliance checks

• Identify process gaps and contribute to continuous improvement initiatives

Cross-Functional Collaboration

• Act as the key coordination point across Enablement, Operations, Finance, Legal, Quality, and GSA teams

• Ensure stakeholders receive complete and accurate documentation for efficient processing

• Support adoption of new tools, workflows, and governance models

Requirements

Required

• 3–5 years of experience in operations, coordination, vendor/partner management, or workflow governance

• Strong experience managing cross-functional processes and documentation workflows

• Excellent attention to detail and ability to interpret SOPs, SLAs, and structured processes

• Strong stakeholder management and communication skills in a global environment

• Ability to manage multiple workflows in a fast-paced, matrixed organization

Preferred

• Experience with pricing, contracts, or commercial workflows

• Exposure to service operations or partner ecosystem management

• Familiarity with tools such as Smartsheet, Confluence, SharePoint, or similar

• Experience working with global stakeholders across regions

Key Competencies

• High attention to accuracy, compliance, and governance

• Strong coordination and execution-focused mindset

• Ability to manage complexity across multiple stakeholders

• Proactive problem-solving and escalation management.

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