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Job Details

A Service Contract Specialist is responsible for managing service contracts between a company and its clients. They negotiate terms and conditions, ensure compliance with contract terms, resolve any issues that may arise during the contract period, and maintain accurate records of all contracts. They work closely with sales teams, legal departments, and clients to ensure that all parties are satisfied with the terms of the contract. Additionally, they are involved in contract renewal and renegotiation processes.

Main Tasks:

• Responsible for the creation of proposals for Hardware Maintenance Agreements within their assigned region/country. This role is the point of contact for all initial customer inquiries related to service contracts.

• Also responsible for timely and accurate renewal and invoicing of Software contracts

• Acquire and maintain complete understanding of Haemonetics product line portfolio offering service contracts for hardware and software support

• Administer service contracts including warranty creation, renewals, invoicing, price increase implementation in the area of responsibility

• Provide service contract initial quotes and renewals within required timelines and initiate follow-up as appropriate

• Partners with and support sales staff in prospecting, quoting, contracting and administration of Service contracts

• Manage Service tenders/price exceptions/ complex orders and non-routine enquiries related to Services

• Partners with Contract Administration and Sales to ensure Rental and Use Plan contracts on time renewal, ensure accurate invoicing of Rental contracts

• Serve as a liaison between internal and external parties during service contract renewal, ensure that negotiated terms & conditions are accurately executed and satisfied, monitoring performance and resolving disputes.

• Identify appropriate contact for Service contracts, primarily the purchasing agent and end user, and build solid working relationship with said contact

• Maintain customer profiles and a record of account interactions through Oracle or other tools

• Collaborate with AR and help to collect on outstanding accounts for service contract and rental invoices

• Ensure sales, finance and legal policies and procedures related to Service Contracts are met, participate to Service and Rental Audit

• Contribute to Install Base accuracy, perform Install Base device reconciliation and provides directions for correction   

• Functional process metrics expert

• Create and distribute accurate Reporting , provide reports regularly to Field Service Managers and Finance as needed , participate in the quarterly forecast and revenue planning activities

• Evaluate current processes and make recommendations to streamline accuracy of information and timeliness of customer support

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