Service Project Administrator

Mettler Toledo•Columbus, OH

About The Position

The Service Project Administrator performs coordination and analysis activities for the North American Service Invoicing team, supporting the US Lab/Ind and Canadian business units. The role works with Regional Service Managers, Service Support Managers, Sales, the Contracts team, field personnel, customers, and other internal stakeholders to expedite information, improve processes, and increase customer satisfaction across the service process. Responsibilities may vary between invoicing and contract team members.

Requirements

Bachelor’s degree in business, finance, or a closely related discipline is preferred; alternatively, at least three years of related experience and/or training, or an equivalent combination of education and experience.
Significant experience with ERP and/or CRM systems, particularly service invoicing and contract management.
Computer literacy and proficiency with Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
Ability to identify problems and initiate corrective actions without specific direction from a supervisor.
Ability to work professionally and cooperatively with other departments and teams.
Ability to discuss price increases, contract changes, and service billings with customers.
Ability to make independent, reasoned decisions, including deciding when to involve field personnel or managers and when to act independently on contracts, pricing, and renewals.
Ability to work effectively within the Service Support department and Field Service Operations.
Strong customer-service ethic and ability to explain the value of Mettler Toledo’s service products to customers.
Professional, disciplined approach to pursuing department and company goals.
Ability to work without close or direct supervision.
Strong ability to meet deadlines.
Proven ability to work in a multitasking environment.
Must be authorized to work in the United States without current or future employment-based visa sponsorship.

Nice To Haves

Bachelor’s degree in business, finance, or a closely related discipline.

Responsibilities

Analyze service processes and invoicing efficiencies to identify obstacles to goals and recommend strategies or operational improvements for large customer accounts.
Elicit project and program requirements using interviews, document analysis, DSM, Miracal, workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis.
Evaluate information from multiple sources, reconcile conflicts, break high-level information into detail, identify broader patterns from detailed information, and distinguish user requests from business needs.
Communicate and collaborate with internal and external customers to analyze informational needs and functional requirements.
Challenge business units’ assumptions about how plans will be executed.
Use software applications, including internal software packages, spreadsheets, statistical packages, and presentation software, to assemble, manipulate, or format data and reports.
Work with the Contracts/Invoicing team and field personnel to establish contracts in the business system in accordance with new or revised commercial relationships and improve the invoicing experience.
Identify system problems and breakdowns and make corrections to meet business and customer needs.
Provide solutions or enhancements for future large-scale opportunities.
Research and analyze assigned special projects.
Follow up with customers about quality surveys and use survey findings to improve the customer experience.
Use system knowledge to help the AR team address billing problems and disputes.
Assist with monthly ECC processes, including billing prepaid contracts and processing VFX3 reports (invoicing team member only).
Provide billing support as needed (invoicing team member only).
Provide contract support as needed (contract team member only).
Perform other duties as assigned.