Analyst I, Service Contracts

Essential Duties and Responsibilities

• Manage portfolio of service contracts and software maintenance agreements throughout instrument and customer lifecycle; set up new warranty contracts in Metrix upon instrument ICN; generate service renewal contracts, reviewing terms of new contract against master or original sale contract; validate data, pricing and commencement dates; enter new contract data and set up instrument records into internal systems according to contract terms and internal processes; coordinate with sales and service personnel to ensure customer receives contract matching the appropriate service level.
• Follow up with customers to ensure receipt; track contract at various milestones throughout contract renewal process to ensure contract is returned before commencement date; obtain data from customer for reasons for non-renewal; ensure returned contracts have appropriate PO or other documentation necessary for internal processing and invoicing; track updates in systems.
• Ensure internal systems are updated and renewals activated within 24 hours of received contract; work with order entry personnel to understand any contract exceptions or special handling of service contract; review T&M invoice issues for potential contract sale to customers.
• Cancel or reschedule any PMs to align with contract coverage dates; prepare any PM Rids necessary to get the customer back on contract.
• Prepare and oversee credits regarding T&M billing for instruments covered under contracts.
• Prepare and maintain service contract tracking reports and other KPIs requested.
• Assist in negotiating service contract language changes requested by customers.
• Handle equipment moves and contract termination updates in Metrix, ensuring the database is timely and accurate.
• Provide internal support for field sales in assigned region specialty; build effective relationships with sales, sales support, customer service and other internal partners; work with sales and service on consolidated service contracts, new service contract offerings.
• Participate in cross-functional projects and activities that improve business processes and operations; cross train and serve as back-up for other Service Contract associates; other duties and projects as may be assigned.

Qualifications

• Bachelor's Degree or equivalent experience.
• Minimum of 1-3 years in contract or sales/service administration.
• Healthcare experience a plus.
• Experience with CRM systems and databases (Access) a plus.
• Excellent Excel and ERP skills required.
• Must be a self-starter, self motivated and results-oriented.
• Ability to adapt to a dynamic and changing work environment and work in cross-functional teams.
• Organization and interpersonal skills, including flexibility, thoroughness, accuracy and care in handling details.
• Customer focused.