Service Contract Coordinator

SUMMARY 

The Service Contract coordinator position will focus on all contract management from initiation through completion, ensuring seamless collaboration between the sales team and the service operations center. This role is integral to delivering high-quality service and guaranteeing the best customer experience with Linet Service.

LINET Service contracts are dynamic and require continual updates and accurate information in our SF system. The coordinator will oversee the management of various service contract types, including preventive maintenance, repair, full contracts, PSI contracts, and the SmartCare portfolio, which encompasses safety port and monitor contracts.

Service Contracts Management

Service Contracts consist of the following types:

• Preventive maintenance, Repair and Full contract
• PSI contracts
• SmartCare portfolio - Safety port/monitor contracts
• Rental or any other Services
• Extended warranty

The process to be led by Service contract Coordinator:

• Quotes – opportunity assessment, price calculation, SLA definition, insert Quote to SF Opportunities
• Cooperation, negotiation with Sales/Service teams to deliver highly competitive services
• Finalize and fine tune written agreements, ready to sign documentation
• Salesforce – insert, update, change, refresh all information in object “Service Contract”
• Contract renewal monitoring, update sales team in advance related expected contract ends
• Purchase orders – ensure all PO´s ready for invoicing with cooperation with Regional Service managers and AE
• Cooperate on atypical contract creation
• Training of Sales / Service staff related Service contract
• Performance Dashboard preparation and feedback to Regional Service managers
• Monitoring profitability of Service contract and 
• Perform regular documentation and process checks on in-process and completed work orders, implementing team member training and process improvements where needed.

Project/Process Support 

• Leading Digital improvements related Salesforce platform, digital solutions and Service programs
• Operational support for LINET Service contract portfolio
• Development, support, and installation of RFID tracking solutions, including back-end process to seamlessly marry the data in SAP/SF.com

ESSENTIAL DUTIES AND RESPONSIBILITIES can include, but are not limited to, those listed below:

• Provide support for Sales team with Quotes and Opportunities related service contracts
• Create service quotations
• Manage all existing Service contracts in SF system
• Coordinate activities lead to fulfilment of customer expectations
• Create regular dashboards, provide feedback to RSM, AE
• Consistent and proactive follow-up with customer concerns and resolution
• Provide a high level of customer service and professionally interact with customers. 
• Work closely with the Sales Team, Regional Service managers and Field Service Team  
• All other duties as assigned

CHARACTERISTICS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items listed below represent the characteristics necessary to perform at the expected level in this assignment. 

• High level of integrity
• Learning agility
• Exemplary interpersonal skills – the ability to work effectively with a variety of personalities and behavioral styles
• Ability to organize and manage multiple priorities and deadlines 
• Strong customer orientation
• Has an exemplary history of customer satisfaction, including internal sales partners and external hospital customers as measured through net promoter scoring, performance evaluations, and customer surveys when applicable

EDUCATION and/or EXPERIENCE 

• High School Diploma or equivalent; 5+ years related customer service experience and/or training, including experience with Service contracts, judication, economics.  Associate’s degree, a plus.
• Excellent knowledge of Salesforce software and working knowledge of Microsoft Office software, SAP 
• Demonstrated ability and aptitude to create and utilize database dashboards and reports
• Strong organizational and communication skills
• Ability to lead projects across several teams
• Financial education 

LANGUAGE SKILLS 

Ability to negotiate with end-clients 

MATHEMATICAL SKILLS 

Ability to apply mathematical calculation and operations.

REASONING ABILITY 

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions 

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT  

The onsite work environment is located at the North American Operations Center: 10400 Bryton Corporate Center Drive 100, Huntersville, NC 28078

TRAVEL

Travel for this position is less than 5%

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job-related criteria.