Job Description
Contract Renewal Specialist – Body Contouring/Capital Equipment
The Contract Renewal Specialist is responsible for managing the entire warranty renewal cycle and is the main point of contact for all capital equipment warranty related inquiries.
The agent must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements. Allergan’s internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements, and objectives.
Main Areas of Responsibility:
· Routinely verify account details, equipment serial numbers, confirm warranty point of contact and update account data when necessary.
· Educate customers on eligible discounts, service fees and offer current Allergan promotions, if applicable.
· Create warranty quotes, contracts, and process payments.
· Proactively contact customers (via phone and email) as part of the warranty renewal cycle.
· Coordinate Diagnostic System Checks (DSCs) and process payments.
· Investigate and manage serial numbers for warranty renewals.
· Work directly with Technical Support on serial number discrepancies.
· Weekly, process 40/50 cases at various levels of complexity, carrying out responsibilities with minimum direction.
· Weekly, process 40/50 outbound calls utilizing requirements within the QSDD/QAA guidelines.
· Process all transactions accurately, efficiently and in compliance with company policies and procedures.
· Research, collect, and compile data for various reports and assigned projects.
· Evaluate problems and exercise sound judgment in making decisions in accordance with established regulations and procedures.
· Regularly interface with other Allergan teams and departments.
· Attend all warranty team meetings and/or represent the warranty team in cross-functional business meetings.
· Perform other related duties as assigned.
Skills and Abilities
· Strong ability to multi-task and prioritize with excellent organizational and communication skills.
· Ability to be proactive, take initiative, and make decisions.
· Experience with research and investigation using multiple databases.
· Manage and analyze data to find solutions.
· Strong working knowledge of Microsoft Word and Excel, Moxie (SalesForce) and SAP (S4) applications.
· Experience working in a team-oriented, collaborative environment without direct supervision.
· Ability to learn and quickly adapt to new technologies and changing processes
Qualifications
· 3-5 years of Customer Service experience with medical devices, capital equipment, or similar
· Associate degree or equivalent combination of education and experience
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
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