Job Description

The Job Responsibilities

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”.

This role is based out of our Telford, PA facility which offers its employees beautiful walking trails, onsite fitness center with yoga and fitness training classes, self-service café with a large indoor/outdoor gathering space, and a state-of-the-art Design Center. Telford is our US manufacturing site for the Neonatal product line as well as production support for Dräger’s Safety products. This location also serves as the key site for essential US functions which includes Medical Sales and Service Management, Medical Marketing, Legal, Compliance, Regulatory, Quality and Finance.

Draeger values their employees with a flexible workforce, competitive total rewards including a comprehensive benefits package, generous paid time off program and more..  If you want to be part of an exciting team with strong leadership support, come join our team! 

In accordance with Company guidelines and requirements, administers service contracts for equipment/products, IT systems / Software and Professional Services for commercial & government accounts for both Medical and Safety service offerings.   Works directly with the Customer, with the Service Sales team and with the Field Service and Sales organizations on matters related to Service contracts.

• Hybrid work schedule-Monday through Friday 8:30am-5:00pm
• For assigned Region(s), manages all service contract administration for new contracts, renewals, rentals and national accounts. Reviews each contract in its entirety, determining if changes or approvals are required; takes action accordingly. Coordinates with Service Sales, the customer, Regional Service Managers (RSM) and Legal as necessary to finalize contract terms. Maintains detailed & organized audit files for each contract.
• Incorporates terms of contracts into SAP, documenting each piece of equipment/each product covered; entering pricing & discounting for billing purposes; setting schedules for service work to be dispatched; and coding for reporting purposes.   Conducts peer contract reviews to ensure accuracy and completeness.
• Follows up with Customer and relevant Sales & Service personnel to provide copies of the signed documents and any additional information that may be necessary.
• Manages implementation of each contract including, but not limited to, dispatching contract services through CRM, invoicing, issuing credits, reviews and escalates requested changes to contract terms/conditions and updating contracts as required. May process credit card transactions.  
• Tracks PO's & initiates customer contact to facilitate PO receipt; suspends contract services as necessary.
• Tracks contract renewal dates & initiates contact with the customer to facilitate contract renewal. Sets new pricing/discounting working within authorized limits and approval requirements. Coordinates closely with Regional Service Manager and Service Sales Exec on contract renewals. Updates the system with renewal provisions including equipment changes.
• Handles calls from Customer and Service Technicians for information regarding contracts or other related data, for non-contract service information, for invoicing questions, and other service contract related matters.
• Conducts monthly regional call with RSM & Service Sales Exec to review scheduled contract work and existing or potential service contract issues.
• Performs other duties as needed and assigned

Your Qualifications

Education:

High School; additional education beyond high school a plus; equivalent combination of education and experience is acceptable.

• Minimum five (3) years of experience in an administrative role; previous experience working with administration of contracts preferred
• Minimum three (3) years direct Customer Service experience
• SAP experience is a plus

Special Competencies or Certifications:

• Strong verbal & written communication skills required
• Excellent organization skills
• Strong Customer Focus
• Must be able to multitask, handling changing priorities on a daily basis while meeting deadlines
• Demonstrated ability to interact effectively with all levels of employees and management
• Ability to make sound judgement on contract risk required
• Good problem solving skills and follow through
• Computer skills including MS Suite with an emphasis on Excel and Outlook
• Must be able to work with multiple systems simultaneously

The Dräger Workplace

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

Our US headquarters located north of Philadelphia in Telford, Pennsylvania is our US manufacturing site for our Neonatal product line supplying many global customers as well as production support for Draeger’s Safety products. This location also serves as the key site for essential US functions which includes Medical Sales and Service Management, Medical Marketing, Legal, Compliance, Regulatory, Quality and Finance.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

Who we are

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into ›technology for life‹.

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