Supervisor, Service Contract Operations (onsite Twinsburg, OH)

Fujifilm•Twinsburg, OH

13h•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 workload, coaching, and giving performance feedback while retaining substantial responsibility for operational work. The role administers service contracts and customer master data, ensuring accurate system records and compliance with applicable governance and regulatory standards. It serves as a subject-matter expert on complex contract lifecycle, entitlement, billing, and customer-master issues and coordinates with Service Account Executives to resolve inconsistencies and escalate proposed changes to contractual terms for approval. The position is based onsite in Twinsburg, Ohio, in usual office working conditions. Rare travel, up to 5%, may be required 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.
Demonstrated 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.
Ability to meet the stated physical requirements, including occasional lifting and/or moving of up to 20 pounds.

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.
Maintain contract details including effective and expiration dates, covered equipment, service levels, customer information, billing requirements, and service entitlements.
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, and ensure required documentation is complete.
Escalate proposed changes to contractual terms 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, including 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.
Supervise a small team by providing day-to-day direction, workload coordination, coaching, and performance feedback.
Comply with applicable U.S. FDA medical device regulatory requirements, ISO 13485 requirements, and other applicable laws, regulations, and standards.
Perform other duties as assigned.