Maintenance Contract Spealist (Contract Based)

Merck Healthcare; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Merck Healthcare is seeking a proactive Service Contracts & Operations coordinator to manage end-to-end service contract renewals, onboarding, and warranty-to-contract conversions for life science instruments in Jakarta. You will coordinate field service activities, install/calibrate instruments, and ensure accurate records in SMAX and SAP while maintaining high service quality.

The role requires a Bachelor’s in a life sciences field and at least 2 years in customer service within pharma or life

Qualifications

• Bachelor’s degree in Engineering, Biomedical Science, Microbiology, Biology, Life Sciences, or a related field.
• Minimum 2 years of customer service experience in pharma, biotech, or life science instruments.
• Practical knowledge of instrument installation, IQ/OQ validation, and preventive maintenance.
• Proficiency in MS Office with strong documentation and reporting; good English communication.

Responsibilities

• Manage end-to-end service contract renewals, proposals, negotiations, and onboarding.
• Coordinate warranty-to-contract conversions and contract activation in SMAX.
• Oversee service Work Orders: repairs, preventive maintenance, installations, calibration, and validation.
• Maintain Installed Base and service entitlement records across SMAX and SAP; schedule calibrations.
• Route technical support to engineers and obtain approvals for warranty/repairs.
• Monitor SMAX PM Dashboard for overdue or at-risk Work Orders.
• Track KPIs, prepare reports, and document activities per company policies.
• Collaborate with Customer Experience, Sales, and Technical teams to improve service delivery.

Skills

Customer service

English communication

Documentation & reporting

Education

Bachelor’s degree in Engineering or Life Sciences

Tools

MS Office

SMAX

SAP

Job description

Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

About The Role

In this role, you will manage service contracts and support day-to-day service operations for life science instruments and understanding the basic knowledge of the technical of the instruments. You will coordinate work orders, preventive maintenance, calibration, installation, and technical service activities to ensure timely and effective service delivery. The role also involves working closely with customers, Field Service Engineers, and internal teams to provide technical support and maintain service quality.

Key Responsibilities

• Manage end-to-end service contract renewals, proposals, negotiations, and new contract onboarding.
• Coordinate warranty-to-contract conversion and ensure accurate contract activation in SMAX.
• Manage and monitor service Work Orders, including repairs, preventive maintenance, installations, calibration, and validation. Coordinate service schedules with Field Service Engineers (FSEs), customers, and internal teams to ensure timely service delivery.
• Maintain accurate Installed Base and service entitlement records across SMAX and SAP. Coordinate calibration activities, including tracking calibration instrument availability, scheduling calibration Work Orders, and supporting in-house calibration when required.
• Coordinate technical support by routing cases to the appropriate engineers or Technical Head and obtaining necessary approvals for warranty and contract repairs.
• Monitor the SMAX Preventive Maintenance Dashboard to identify and follow up on overdue or at-risk Preventive Maintenance Work Orders.
• Monitor service performance KPIs, prepare operational reports, and maintain accurate service documentation in compliance with company policies and safety requirements.
• Collaborate cross-functionally with Customer Experience, Sales, and Technical teams to improve service delivery and customer satisfaction.

Qualifications & Experience

• Bachelor’s degree in Engineering, Biomedical Science, Microbiology, Biology, Life Sciences, or a related field.
• Minimum 2 years of experience in customer service within the pharmaceutical, biotechnology, or life science instruments industry.
• Practical knowledge of instrument installation, IQ/OQ validation, and preventive maintenance in a regulated environment.
• Proficiency in MS Office, with strong documentation and reporting skills. Good verbal and written English communication skills.

What we offer:

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!