Supervisor, Service Contract Operations (onsite Twinsburg, OH)

Fujifilm•Twinsburg, OH

1d•$30 - $39•Onsite

About The Position

The Supervisor, Service Contract Operations is a hands-on role responsible for complex service contract and customer master data entry, maintenance, and troubleshooting. The position resolves escalated issues and contributes to process and control improvements. It supervises a small team by providing day-to-day direction, coordinating workloads, coaching, and providing performance feedback, while retaining substantial responsibility for operational work. The role administers service contracts in SAP throughout their lifecycle, including contract dates, covered equipment, service levels, customer information, billing requirements, and service entitlements. It also maintains customer master data according to governance standards, monitors data quality, and leads cleanup and corrective activities. The position must comply with applicable U.S. FDA medical device regulatory requirements, ISO 13485 requirements, and other applicable laws, regulations, and standards. The role is based onsite in Twinsburg, Ohio, with rare travel of up to 5% based on business need.

Requirements

High school diploma required.
Five or more years of relevant experience in service contracts, sales or customer operations, order management, billing, or master data.
Experience with ERP systems.
Knowledge of service contracts, customer or installed-base data, billing, service entitlements, and data governance.
Ability to resolve complex issues, maintain accurate records and controls, and improve processes.
Strong organization, attention to detail, communication, and problem-solving skills.
Ability to manage competing priorities and work effectively across teams.
Proficiency in Microsoft Office, particularly Excel.

Nice To Haves

Bachelor’s degree in business, operations, supply chain, finance, information systems, or a related field.
SAP experience.
Salesforce or similar CRM experience.
Regulated-industry experience.
Prior leadership or coaching experience.

Responsibilities

Lead and conduct day-to-day administration of service contracts, ensuring approved contracts are accurately entered into SAP and maintained throughout the contract lifecycle.
Serve as the subject-matter expert for complex contract lifecycle, entitlement, billing, and customer-master issues.
Interpret approved commercial terms and translate them into accurate system setup.
Coordinate with Service Account Executives to resolve contract and customer-data inconsistencies, clarify approved commercial terms, ensure documentation is complete, and escalate proposed contractual changes for appropriate approval.
Resolve administrative discrepancies and serve as the first level of escalation for contract-administration issues, billing disputes, service-entitlement discrepancies, and audit inquiries.
Enter and maintain customer master data in accordance with governance standards for customer names, addresses, account structures, bill-to and ship-to relationships, contacts, and other applicable attributes.
Monitor customer-master data quality and identify duplicate, incomplete, obsolete, or inconsistent records.
Lead customer-master cleanup and corrective activities and contribute to business-wide data initiatives.
Comply with applicable U.S. FDA medical device regulatory requirements, ISO 13485 requirements, and other applicable laws, regulations, and standards.
Provide day-to-day direction, workload coordination, coaching, and performance feedback to a small team while performing operational work.
Perform other duties as assigned.