Service Contract Administrator

Alcon•Lake Forest, CA

About The Position

We foster an inclusive culture and are looking for diverse, talented people to join Alcon! Alcon is seeking a Service Contract Administrator to support US Services – Surgical in Lake Forest, CA. The Service Contract Administrator is responsible for supporting the full lifecycle of service agreements, ensuring contracts are accurately implemented, compliant, and aligned with business objectives. This role partners closely with Legal, Sales, Finance, and cross‑functional teams to deliver exceptional customer service, maintain operational excellence, and contribute to service agreement revenue and process improvement initiatives. This role is responsible for the processing, review, and administration of service plans, including the initial review of service agreement legal documentation. The Service Contract Administrator ensures all final service agreement documentation is accurate, complete, and fully aligned with the organization’s business objectives and legal requirements. This role requires a high degree of integrity, attention to detail, and due diligence, including the timely upload and maintenance of all supporting documentation and execution of associated billing activities, as required. The Service Contract Administrator adheres to established procedures, work instructions, and assigned operational routines to ensure consistency and compliance. In this role, a typical day will include: Provide end‑to-end service contract administration, including contract oversight, revisions, and documentation maintenance. Partner with Legal to ensure all prescreening requirements are completed prior to Senior Legal review when applicable. Interpret and apply regulatory requirements, company policies, and industry best practices to maintain compliance. Utilize available technologies, processes, and governance frameworks to ensure contracts are accurately loaded, implemented, and maintained within company systems. Proactively communicate with internal teams and customers to ensure timely and accurate implementation of service programs within enterprise systems. Reconcile and resolve invoicing disputes. Continuously review Standard Operating Procedures (SOPs), work instructions, and processes; provide recommendations aligned with departmental standards and strategic initiatives. Support and contribute to ongoing process improvement initiatives related to service agreement administration and execution. Act as an internal customer advocate, working with cross‑functional teams to enhance the customer experience throughout the service agreement sales and fulfillment lifecycle. Collaborate with management to develop and implement best‑practice solutions that exceed performance expectations and improve operational outcomes. Key Performance Indicators (KPIs) Financial and Business Results: Contribution to regional service agreement sales and revenue performance. Strategy/Market Focus: Delivery of exceptional internal and external customer service across the service agreement lifecycle. Positive customer satisfaction and issue‑resolution outcomes. Operational Excellence: Timely, accurate, and compliant contract activation and administration. Achievement of value contribution, quality, and budget targets. People, Capabilities, and Management: Interdepartmental & cross-functional collaboration and resourcefulness to alleviate gaps and ensure process compliance.

Requirements

Bachelors Degree or Equivalent years of directly related experience (or high school +10 yrs; Assoc. +6 yrs; M.S. +0 yrs)
The ability to fluently read, write, understand and communicate in English
2 years of relevant experience.
Documentation review and quality in legal environment.
Excellent attention to detail and accuracy, strong critical self-review skills.
Excellent communication skills both written and verbal.
Ability to work and communicate in cross-functional environments.
Ability to apply critical thinking skills to evaluate business problems & provide data driven solutions.
Experience working in CRM and ERP systems.

Responsibilities

Provide end‑to-end service contract administration, including contract oversight, revisions, and documentation maintenance.
Partner with Legal to ensure all prescreening requirements are completed prior to Senior Legal review when applicable.
Interpret and apply regulatory requirements, company policies, and industry best practices to maintain compliance.
Utilize available technologies, processes, and governance frameworks to ensure contracts are accurately loaded, implemented, and maintained within company systems.
Proactively communicate with internal teams and customers to ensure timely and accurate implementation of service programs within enterprise systems.
Reconcile and resolve invoicing disputes.
Continuously review Standard Operating Procedures (SOPs), work instructions, and processes; provide recommendations aligned with departmental standards and strategic initiatives.
Support and contribute to ongoing process improvement initiatives related to service agreement administration and execution.
Act as an internal customer advocate, working with cross‑functional teams to enhance the customer experience throughout the service agreement sales and fulfillment lifecycle.
Collaborate with management to develop and implement best‑practice solutions that exceed performance expectations and improve operational outcomes.