Service Contract Specialist

Service Contract Specialist

We are looking for a Service Contract Specialist to join our Services organization. In this role, you will play a key part in managing and administering service contracts for our hardware and software solutions, ensuring accuracy, compliance, and a high level of customer satisfaction. You will act as the main point of contact for service contract inquiries within your assigned region, working closely with Sales, Finance, Contract Administration, and customers to support the full contract lifecycle—from initial quotation through renewal and invoicing. This is a cross-functional role offering strong exposure to commercial operations, customer interaction, and internal stakeholders.

Key Responsibilities

1. Create and manage proposals for Hardware Maintenance Agreements within the assigned region/country
2. Serve as the primary point of contact for initial customer inquiries related to service contracts
3. Ensure timely and accurate renewal and invoicing of Software contracts
4. Administer service contracts, including warranty creation, renewals, invoicing, and price increase implementation
5. Maintain a strong understanding of the Haemonetics product portfolio and associated service offerings
6. Provide initial service contract quotes and renewals within required timelines and follow up as needed
7. Partner closely with Sales teams to support prospecting, quoting, contracting, and service contract administration
8. Manage service tenders, price exceptions, complex orders, and non-routine service inquiries
9. Collaborate with Contract Administration and Sales to ensure on-time renewal and accurate invoicing of Rental and Use Plan contracts
10. Act as a liaison between internal teams and customers during contract renewals, ensuring agreed terms and conditions are correctly executed
11. Build strong relationships with key customer contacts, including purchasing agents and end users
12. Maintain accurate customer profiles and account interaction records in Oracle or other systems
13. Support Accounts Receivable in collecting outstanding service contract and rental invoices
14. Ensure compliance with sales, finance, and legal policies; participate in service and rental audits
15. Contribute to Install Base accuracy, including device reconciliation and corrective actions
16. Act as a functional process metrics expert and produce accurate reporting for Field Service Management and Finance
17. Participate in quarterly forecast and revenue planning activities
18. Continuously evaluate current processes and propose improvements to enhance accuracy and customer support timelines

Requirements

• Experience in the medical device industry (required)
• Proven experience working with contracts, preferably service contracts
• Strong understanding of commercial, financial, and contractual processes
• Experience working with Oracle or similar ERP systems (preferred)
• Fluent in English and French (C1 minimum)
• Strong attention to detail, organizational skills, and customer-focused mindset
• Ability to work cross-functionally with Sales, Finance, Legal, and Service teams

Why Join Us?

• Work in a collaborative, cross-functional environment
• Gain exposure to commercial, financial, and service operations
• Play a critical role in supporting customer satisfaction and service excellence
• Contribute to continuous improvement initiatives within a global medical device organization