About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

Job Summary

The Service Contracts Coordinator is responsible for managing and coordinating tasks associated with Full-Service contracts.  Their duties include overseeing the administrative tasks of all contracts, collaborating with different departments and stakeholders, and maintaining an accurate contract database.

Responsibilities:

Contracts Management

• Assist in daily managing the Service contract management process.
• Assist in monitoring compliance on customer contract pricing and tracking of contract renewals and expirations.
• Maintain, monitor, update, and communicate all membership changes relating to modifications to new and existing contracts.
• Oversee the administration of POS and PPOS contracts, including entry of orders in SAP, tracking progress, monitoring performance, and ensuring compliance with all contractual obligations.
• Dispatch and manage pre-inspection work orders related to contracts; follow up directly with customers regarding open work order estimates necessary for contract activation.
• Act as a liaison between Mizuho OSI and contract customers, facilitating smooth communication and ensuring timely compliance with contracted services.
• Provide timely updates and relevant information to internal teams regarding service level agreement (SLA) adherence for contract customers.
• Partner with Field Service leadership to conduct annual contract reviews for both regional and national contract customers.

Reporting and Analytics

• Process and analyze data files containing customer, pricing, and Group Purchasing Organization (GPO) membership information.
• Prepare monthly /quarterly reporting related to on-time preventive maintenance (PM) closure rates, service cycle times, and other key performance metrics
• Assist the Accounting Department in resolving contract order entry issues.

Pricing and Administration

• Resolve customer pricing discrepancies –complete through Accounting/Credit.
• Ensure customer master has required information for updates to Price Contract changes for accounts.

• Coordinate document sharing and editing so that others may review material; draft appropriate emails and documents; organize meetings as necessary; and/or, perform other related activities.  
• Act as an effective interface between Service and external organizations, as required.

• Communicate with internal stakeholders effectively; ensuring communication between groups; facilitating appropriate documentation and/or information to external parties.

• Collaborate with cross-functional teams to ensure effective, efficient, and positive communication and workflow across the organization.
• Assist Field Service leadership in managing escalations at customer sites.
• Support the Service Department with additional departmental tasks as assigned.
• Understand, follow, and support Mizuho OSI’s internal Quality System policies, procedures, and work instructions, including—but not limited to—applicable external regulations (e.g., 21 CFR Part 820 Quality System Regulations) and relevant international standards.

Qualifications & Requirements:

• Bachelor’s degree or equivalent combination of education and experience required. At least 3 years of related experience required.

• Previous experience with contracts administration required. 

• Experience using technical applications, including ECP, CRM, SAP, ERP/CRM software (i.e. SAP/SFDC/ServiceMax). Working knowledge of SAP & Sales Force systems for contracts required.
• Experience with MS Office 365.

• Experience with creating documents for management review of critical information. 
• Knowledge of medical device industry preferred.
• Excellent analytical skills with the ability to solve practical problems and deal with a variety of concrete variables.  Ability to offer alternative solutions to ensure profitability.
• Ability to clearly express oneself verbally and in written form in the English language (additional languages also preferred) using good grammar, vocabulary, eye contact, and friendly voice inflection with all employees. Ability to communicate effectively with employees and other business contacts in a courteous and professional manner.

• Excellent customer focus with a high sense of urgency. Ability to provide excellent interpersonal and communication skills with an apt for providing high-level customer service satisfaction.

• Strong organizational skills with attention to detail. Ability to prioritize and multitask effectively. 
• Ability to effectively manage time with multiple competing deadlines and facilitate complex scheduling.
• Demonstrate professional presence and the ability to maintain a high level of confidentiality.
• Ability to work effectively under pressure in a high profile and fast-paced team environment.
• Ability to be self-motivated and well-organized.
• Ability to work with little supervision.
• Ability to work with a professional and positive attitude to improve and embrace processes. Comfortable bringing ideas and suggestions forward.
• Experience building strong working relationships both internally and externally and quickly establishing trust and credibility.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Salary:   $82,000 to $95,000 DOE and location.  Comprehensive Benefits Plan also included along with a potential annual bonus. 

Work location: Flexible; hybrid.