Service Contract Administrator

Mettler-Toledo, LLC is a global supplier of precision instruments with sales and service locations in 39 countries. The Mettler-Toledo Product Inspection Group, consisting of CI-Vision, Hi-Speed and Safeline, is the world's leading supplier of in-line checkweighers, metal detectors, machine vision systems and x-ray inspection systems. We believe employees are the lifeblood of our company. As we thrive on quality and initiative, we work together in a fast-paced environment striving towards common goals and open to innovation and success. We'd love for you to become part of our growing team!

Role/Purpose: The Contracts Administrator is responsible for managing customer contracts and pricing agreements in the current business operating system, as well as entering new contracts and coordinating contract changes with the field operations team. This includes service contract pricing, PM maintenance, equipment changes, and various other tasks.

Essential Duties and Responsibilities:

• Deliver World Class Customer service with a focus on increasing customer retention rate and providing outstanding customer support
• Build repeat sales opportunities through strong customer relationships by focusing on customers' wants and needs
• Review service agreement documents prior to order entry for accuracy and customer needs fulfillment
• Prepare Agreement profitability report for review by contract team and management
• Provide proactive management of Contracts Team e-mail inbox, including customer follow-up and interaction management, as needed
• Interface with internal and external customers to provide information about existing contracts and pricing agreements
• Update, review and maintain existing contracts/addendums to reflect accurate install-base equipment and service level agreements
• Establish new contracts in the appropriate business system in accordance with new or revised commercial relationships
• Establish preventative maintenance schedules in the appropriate system in accordance with customers' requirements
• On a monthly basis, process pre-paid contract billings
• Follow SOPs and provide feedback on process improvements as needed
• Understand Key Performance Indicators (KPIs) specific to service sales and department objectives
• Communicate effectively with all departments throughout the organization to gather necessary information and report back to Service Sales Team as required
• Conduct ongoing sales and marketing initiatives as it pertains to service contract renewals; including the creation of sales and service leads
• Maintain compliance with ISO standards and MT operating policies and procedures specifically related to Sarbanes Oxley controls and compliance with the company's order validity policy, authority limits, and standard terms and conditions of service contract.
• Research and analyze special projects as assigned
• Other tasks and duties as assigned

Required Knowledge, Skills and Abilities:

• Excellent written and oral communication skills
• Detail oriented and the ability to multi-task, take initiative and be flexible
• Strong ability to adhere to deadlines
• Tact, diplomacy, and the ability to enlist the support of others are essential
• Proven ability to work with all levels of employees as required
• Outstanding time management skills and the ability to work in a very fast-paced environment
• Proven PC skills and experience using SAP (preferred) and various software packages are required, i.e. Microsoft Office - Outlook, Word

Minimum Education / Experience Required:

• SAP Contract knowledge and experience
• An associate degree is preferred with possible experience in customer service, sales, or marketing
• Outbound call center experience and telesales skills training are desirable
• Qualified candidate should be competitive and have the desire to excel in a fast-paced sales environment and the ability to connect with various personality types
• Product Inspection product knowledge is a plus
• Familiar with field service practices and procedures, having worked in a field service environment previously

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire
• Tuition reimbursement, employee wellness programs, plus other perks and discounts
• Parental and caregiver leave policies
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide leadership in weighing
• A brand name that is identified worldwide with precision, quality, and innovation
• Thousands of patents, design and innovation awards
• A commitment to extraordinary service on our state-of-the-art equipment