Analyst I, Service Contracts

Sysmex•Buffalo Grove, IL

1d•$51,380 - $80,740

About The Position

Sysmex, headquartered in Kobe, Japan, with a location in Lincolnshire, Illinois, is a global leader in diagnostic equipment and information management systems, dedicated to improving lives through science. We are seeking a Service Contracts Analyst I to manage a portfolio of service contracts and software maintenance agreements throughout the instrument and customer lifecycle. This role involves setting up new warranty contracts, generating renewal contracts, validating data and pricing, and ensuring accurate entry into internal systems. The analyst will coordinate with sales and service teams, follow up with customers on renewals, track contract milestones, and obtain reasons for non-renewal. Additionally, the role requires updating systems within 24 hours of receiving contracts, handling contract exceptions, reviewing T&M invoice issues for potential contract sales, and preparing credits for T&M billing. The analyst will also prepare and maintain tracking reports, assist in negotiating contract language, manage equipment moves and terminations in Metrix, and provide internal support to the field sales team. Participation in cross-functional projects, cross-training, and serving as a backup for other associates are also expected. Sysmex is committed to diversity and inclusion, operating a drug-free workplace.

Requirements

Bachelor’s Degree or equivalent experience.
Minimum of 1-3 years in contract or sales/service administration.
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.

Nice To Haves

Healthcare experience a plus.
Experience with CRM systems and databases a plus.

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.