Analyst I, Service Contracts

$55,700 - $72,900/Yr

Sysmex North America - Lincolnshire, IL

Full-time - Entry Level

Lincolnshire, IL

Chemical Manufacturing

About the position

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

• Provide customer support through email and phone calls via ZenDesk and Five9.
• Manage a sales region of service contracts and software maintenance agreements throughout lifecycle.
• Set up new warranty contracts in Metrix upon instrument installation.
• Generate service renewal contracts, reviewing terms of new contract against master or original sale contract.
• Validate data, pricing, and commencement dates of coverage.
• 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 contracts.
• 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 receipt.
• Work with order entry personnel to understand any contract exceptions or special handling of service contracts.
• Review time and material invoice issues for potential contract sale to customers.
• Review, schedule, cancel and/or update any preventative maintenance or calibration events to align with contract coverage dates.
• Prepare and oversee both invoicing and credits for service contracts.
• Prepare and maintain service contract tracking reports and other KPIs requested.
• Handle equipment moves and contract termination updates in Metrix, ensuring the database is timely and accurate.
• Provide internal support for field Sales and Service in assigned sales region.
• Build effective relationships with Sales, Service, Sales Operations, Customer Service, and other internal partners.
• Work with Sales and Service on new service contract offerings or customer related requests to the service agreement.
• Other duties and projects as may be assigned.

Requirements

• Bachelor's Degree or equivalent work experience, and 1-3 years of relevant experience which may include the Armed Forces.
• Healthcare experience a plus.
• ERP skills preferred (SAP preferred).
• Experience with CRM systems a plus.
• Microsoft Office skills preferred with a basic working knowledge of Microsoft Excel.
• 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.

Benefits

• Choice of health care plan (medical, vision, and dental insurance)
• Annual incentive bonus
• Paid time off
• Parental leave
• Bereavement leave
• 401(K) for all eligible employees