Analyst I, Service Contracts

Overview

Find a Better Way...

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

Responsibilities

We currently have a great opportunity available for a Service Contracts Analyst I. The Service Contracts Analyst I manage portfolio of service contracts and software maintenance agreements throughout instrument and customer lifecycle.

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 of renewal notification quote. 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 with 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 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.

The salary range for this role is $51,380.00 to $80,740.00. Within this range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The total compensation package for this position also includes a choice of health care plan (medical, vision, and dental insurance), an annual incentive bonus, paid time off, parental leave, bereavement leave and a 401(K) for all eligible employees.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.