Service Contract Customer Support Specialist

About Beckman Coulter Life Sciences

Beckman Coulter Life Sciences, a Danaher operating company, is at the forefront of life sciences, diagnostics, and biotechnology. Our work is dedicated to saving lives and is driven by a shared commitment to innovate for tangible impact. We foster a culture of belonging where diverse viewpoints are valued. By leveraging the Danaher Business System, we transform ideas into real-world impact at the speed of life. We understand that time is critical in the laboratory. We aim to accelerate the delivery of life-saving therapies, automate tedious workflows, and reduce time spent on resolving complex results. Our mission is to be partners in time, accelerating answers to critical questions through automation. We develop innovations for scientists, by scientists, with many of our global colleagues having laboratory backgrounds. Since 1935, we have consistently delivered meaningful innovations at the speed of life, and our journey is far from over. Let's combine our time and talents to advance human health for the future. Learn more about the Danaher Business System and how it makes our achievements possible.

Role Overview: Service Contract Customer Support Specialist

The Service Contract Customer Support Specialist is responsible for the complete administration of service contracts, including their activation, maintenance, corrections, and invoice resolution. This role is crucial for ensuring accurate contract execution, timely revenue recognition, and providing seamless support to Service Inside Sales and other commercial stakeholders. This position reports to the Customer Support Admin Manager, is part of the Customer Support team in Mumbai, and is an on-site role.

Key Responsibilities:

• Manage service contract corrections, including credit and rebilling activities, ensuring accuracy and policy compliance.
• Investigate, resolve, and close disputed service contract invoices in alignment with service and finance guidelines.
• Support Service Inside Sales by responding to inquiries via email and providing timely contract-related information.
• Own the activation, maintenance, extension, and termination of service contracts, including updates to extended warranty commitments at Point of Sale (POS).
• Contribute to Daily Management activities, ensuring business continuity and alignment with departmental objectives.
• Identify and highlight process gaps, procedure updates, or work instruction corrections to management.

Essential Requirements:

• Bachelor’s degree in Business, Operations, Finance, or a related discipline, or equivalent professional experience.
• 5+ years of experience in service contract administration, customer support, order management, or contract operations.
• Working knowledge of ERP systems (e.g., Oracle or similar) supporting service contracts, billing, and revenue processes.

Desirable Experience (A Plus):

• Supporting service contracts, extended warranties, or maintenance agreements.
• Working with Service Inside Sales or commercial teams.
• Experience with invoice dispute handling, credit processing, or rebilling activities.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

No regular travel is required for this role.

Benefits:

Beckman Coulter Life Sciences, a Danaher operating company, provides a comprehensive and competitive benefits package designed to enhance our employees' lives. This includes health care programs, paid time off, and other benefits that contribute to life beyond the job. Explore our benefits at Danaher Benefits Info. Join our winning team and help us accelerate the real-life impact of tomorrow's science and technology. We collaborate with customers globally to solve their most complex challenges, creating solutions that bring the power of science to life. For more information, visit www.danaher.com.

Key skills/competency

Service Contract Administration, Customer Support, Contract Management, Invoice Resolution, ERP Systems, Order Management, Revenue Recognition, Process Improvement, Daily Management, Commercial Support