The Service Inside Sales Representative positions and sells extended warranty, professional services, and service contracts within installed base accounts as standard manufacturer warranties approach expiration. They negotiate, prepare, review, administer, and track service proposals and renewals, and create actionable win/loss insights.

The role provides exceptional customer service by developing and maintaining strong professional relationships with customers, Account Executives, Service Administration, and channel partners, serving as a key point of contact to proactively market the entire portfolio of service products. The Service Sales Executive may also review customer issues and recommend modifications to services or contract terms. Cross-functional collaboration is critical to success in this role.

Essential Functions and Main Duties:

• Assumes responsibility for positioning and selling NKA's post-sale portfolio of service products within the three (3) NKA business areas:
  • Patient Monitoring
  • Ventilation
  • Neurology
• Responsible for delivering assigned results for revenue, volume, and profitability.
• Develop and manage the service sales pipeline/forecast, quotas, and other key service initiatives.
• Develop overall renewal strategy and process for assigned products.
• Understand NKA processes and requirements, and applicable products, as needed for quoting and creating agreements.
• Contact and provide quotes to customers.
• Quote service renewal opportunities
• Obtain purchase orders and signed agreements and provide them to Service Administration in a timely manner.
• Meet or exceed inside sales annual sales quota.
• Identify and solve customer inquiries quickly and effectively.
• Research escalated customer inquiries regarding contract billing discrepancies.
• Add appropriate post-sale service contract entitlements, service support, and agreement terms,
• Maintain accurate records of all service contracts in Smartsheet for quotations and service support terms. Provide access to users, as needed/requested.
• Work with legal, and other relevant parties to complete contracts/templates/addendums/amendments for service agreements. Partner to address customer redlines, to ensure that the contract meets the needs and understanding of both parties.
• Develop reporting for management information, including monthly report indicating FY service contracts total/revenue.
• Adhere to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Qualifications

Education / Certification / Experience Required

• 3+ years of relevant experience with sales or customer support; Inside sales experience preferred
• Customer service and data entry experience preferred.
• Level and compensation depend on experience, education, location and skills.

Competencies Required

• Develop or maintain knowledge of Company products, sales and service policies and procedures.
• Demonstrate high level of customer/client service and response.
• Communicate clearly and professionally through effective listening, speaking and writing skills. Articulate; writes clear and concise instructions, policies, and on-going communications with employees. Able to provide training and training materials.
• Strong computer skills in usage of MS Office Suite, and sales/service applications and systems.
• Exhibit good judgement and decision-making, well organized and attentive to detail.
• Ability to explain service value (uptime, risk mitigation, compliance, total cost of ownership)
• Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English.
• Able to work effectively both independently and in a collaborative team environment.

Compensation

Your compensation is composed of an hourly rate of $25-$35 and up to $63,000 commissions based on quarterly MBO's.

Perks and Benefits

Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America

Working Conditions:

Schedule: The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday-Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.

Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 25 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision. More specific details may be provided as needed or requested.

Travel: Less than 20%

Access to Customer Sites: Not Required

Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.

Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServices@nihonkohden.com.