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Sr. Admin.; Service Contract Procurement (Code: 2130)

Overall Responsibility:

Responsible for providing support to the Technical Service Department in all aspects of customer service relating to Service Contract procurement. Provide support in a timely manner to Nikon Sales Team, Authorized Repair Stations, and customer inquiries for technical service support or Service Agreement requests. Process all aspects of Service Agreements and maintain accurate Service Agreement records. Prepare daily reports for Service Management.

Key areas of responsibility:

  • Process Extended Warranty Contracts for Confocal and Super Resolution Imaging Systems; prepare quotes for customers, generate and distribute service agreements for signature.
  • Serve as liaison between Nikon Instruments Inc. and the customer, in conjunction with the Legal Department, for specialized contractual addendums and renewal amendments according to the individual requirements of each customer.
  • Collaborate with the Legal Department to review, revise and amend service agreements based on negotiations for respective Terms and Conditions for each customer.
  • Work with purchasing agents and contract procurement agents to secure Service Contracts and purchase orders.
  • Process all invoicing in SAP.
  • Oversee all NCI Extended Warranty Contract activity related to pricing and quotes.
  • Prepare daily Service Revenue reports for service management.
  • Maintain the Sales Force database for accurate and timely tracking of contract status from inception through renewals, inclusive of system configuration data entry, service history, invoicing and reporting of revenue to Service Management.
  • Collaborate with General Manager of Service and National Service Manager; with respect to incentives for the discounted purchase price of Extended Warranty Contracts to increase service revenue.
  • Schedule and coordinate service training courses held for Authorized Repair Stations; prepare training certificates for each ARS after course completion.
  • Distribute all (ARS) Authorized Repair Station Agreements; obtain Certificates of Insurance from each ARS. Collaborate with Legal on record keeping of all ARS Service Agreement correspondence.
  • Process all warranty reimbursements submitted by Authorized Repair Stations.
  • Process and invoice all Biosystem Upgrades in SAP and update Sales Force to reflect service activity.
  • Distribute Service Bulletins to all ARS as needed to promote sales and provide service related information. Distribute the ARS service directory to the Sales, Marketing, Legal and Service groups.
  • Update and maintain the ARS information on the Nikon website “Service and Support” section
  • Interact with other Nikon Departments; HR, Legal, Operations, Sales Administration, Consignment Operations.

Education, skills & experience:

  • 3-5 years of experience in a Service Department or equivalent environment
  • Associate\'s degree (A. A.) or equivalent from two-year College or technical school; or five years related experience and/or training; or equivalent combination of education and experience.
  • Contract Management Body of Knowledge Preferred
  • CCCM Certified Commercial Contract Manager Preferred
  • Administrative Contract Procurement Experience
  • Customer Service experience in high output environment.
  • Technical knowledge of scientific equipment, including basic microscopy, preferred.
  • MS Office applications (Word, Excel, Power Point, Outlook)
  • Working understanding of SAP and SalesForce Preferred
  • Excellent organizational and time management skills
  • Excellent written and verbal communication skills
  • Ability to work outside of regularly scheduled work hours as needed

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