Position Summary:

Under general supervision, processes service contracts for instruments from quoting to billing.  Owns the process of accepting service contracts once a request is made.  Works with the customer, field employees, management and internal parties as needed.  Makes updates to the contracts as requested and needed to ensure the acceptance of the contracts.  Customer and Internal interactions carried out through a variety of methods such as phone, e-mail and SAP tasks.

Key Accountabilities

Essential Functions:

• Processes service contracts from quoting to billing.
• Verifies accuracy of purchase orders for prices, names and addresses when received before accepting service contracts.
• Creates or modifies service contracts based on customer requests. Escalates requests as needed.
• Seeks approval from Field Service Management or internal management as requested and required.
• Ensures contracts are accepted once they are in-house. This includes follow-up with the customer and internal partiers as needed.
• Ensures service calls pending coverage by service contract are either billable or covered by contract.
• Creates service contracts after sales process. This includes contracts included in the instrument sales and purchases with the instrument sale.
• Sends customer terms and conditions to the person responsible for review and final direction on acceptance or modification to the terms when requested by the customer.
• Schedules calls included with a service contract for accepted contracts based on instrument model.
• With guidance from manager, facilitates regular calls with field management and internal parties to work toward the goal of closing out service contracts.
• Primary internal contact for service contract and instrument information such as warranty status, contract status and any other questions related to service contracts.
• Maintains accurate database records in the SAP. This includes accurate customer information based on contract needs.
• Resolves customer issues pertaining to credit/claims on service contracts and other service support areas as needed. Researches and decides on appropriate action required.
• Escalates unresolved issues as needed to the designated escalation point.
• Provides customers as well as internal service and applications the best possible customer service and accurate information in all types of interactions.
• Achieves and maintains rapport with customers as well as the Service teams by providing them the best possible service and accurate information in all types of interactions.

Secondary Functions:

• Assists Service Support with overflow of phone calls and other Field Service and applications support duties such as placing orders for parts and creating calls.
• Other duties as assigned

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:
To be determined based on department needs, to include interactions such as:

• Customer Service
• North America Commercial Operations, including Field Service, Clinical Applications, Sales, Technical Support
• Distribution
• Planning
• Credit and Collections

Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:

• Must be able to work in a fast-paced environment, be able to prioritize projects, and multi-task
• Strong written and oral communication skills across all levels, internally and externally
• Strong attention to detail; detail-oriented
• Good Conflict resolution skills
• Strong problem-solving skills and the determination to solve them in a timely manner
• Strong customer service and interpersonal skills; ability to build relationships and cooperate with internal and external customers

Minimum Knowledge & Experience Required for the Position:

Education:

• Associate degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience
  Experience:
  • Minimum 2 year of experience in a customer service environment.
  • Previous experience as a Service Coordinator preferred

Additional Skills/Knowledge:

• Basic computer skills, including Microsoft Office required.
• Working knowledge of ERP systems required; Knowledge of SAP System a plus
• Practical understanding of the Service Accounting process and the use of purchase orders, credit/debit memos, and invoices required.
• Language: Fluency in English required.

International Mobility:

• Required: No

Travel Requirements:

• Approximately 5% of time