Service Order Management Sr. Specialist

JJob Purpose:

Service Operations is a critical part of the infrastructure in Smiths Detection. The role is situated inside the GSeC team within one of the workstreams that support the Aftermarket business & Service Operations.

As a Service Order Management Sr. Specialist the role holder will play a role supporting Smiths Detections strategic objectives around Accelerating Growth Effective Execution and our People contributing to significant lasting change and overall customer experience. It is necessary that this role holder be knowledgeable in the relationship between SAP and ServiceMax including key fields that can contribute to errors across the different work streams within GSeC.

The primary role requires the processing and managing of contracts working with other workstreams and across functions where required to set up the field delivery team for successful execution. The role holder will play a pivotal part in ensuring that all aspects of the internal processes required to meet the global customer requirements are fully Team to ensure quality of the process.

Generic Duties:
Process:

• Manage and resolve workstream issues timely to ensure on-time delivery and flawless quality.
• Manage and resolve workstream issues in SAP and / or ServiceMax to ensure accurate data that ensures a no fault forward approach that allows the Field Delivery team to execute efficiently.
• Process workstream requirements in accordance with Smiths guidelines policies and standard work.
• Liaise with relevant internal and external parties to manage and resolve all issues relating to service fulfilment.
• Complete workstream requirements timely following up as necessary to ensure delivery execution is timely and accurate for pipeline management.
• Resolve complaints & issues effectively as required.
• Ad-hoc tasks as assigned by the supervisor/management.

Continuous Improvement:

• Supporting the GSeC strategic approach and within workstream execute the continuous improvement plan.
• Support system and process enhancements to improve the tools and the quality of the process.
• Be part of the team that measures and manages improvements through standard KPIs and improvement plans.

Collaboration:

• Conduct attend weekly and monthly internal meetings.
• Share best practices among the team to improve and drive efficiency.
• Train and develop colleagues as required.

Specific Duties:
Contracts:

• Manage end to end of Service Contract order entry from creation in SAP till contract activation in Service Max and changes/amendment as required.
• Work with Local OTI / AM Sales / Contract admin team to ensure a no fault forward approach that allows the Service Max Contract team to execute efficiently.
• Working alongside the local Commercial Contract admin Team to ensure quality of the process liaising with global service Commercial and Finance to improve the forecasting process.
• Ensure backlog (orders outstanding) is managed efficiently with no past due status.
• Ensure backlog (resource mailboxes) is managed efficiently with no past due status
• Continuously improvement the hand off process to the PM Plan workstream to ensure quality of the process and data for future enhancements with the view to automate the PM Plan creation
• Liaise with PM Plan Team to ensure quality of the process.
• Liaise with relevant internal and external parties to improve Quality of the end-to-end integrated Contract Management process
• Make recommendations for solutions and updates of current procedures or new procedures needed.

Qualifications :

Technical Knowledge Skills and Abilities:

• Educational Requirements:
• Demonstrable experience within sales & service order administration.
• Proven ability to collaborate with key stakeholders.

Knowledge:

• Strong hands-on working experience in SAP and ServiceMax.
• Significant depth of knowledge and experience relating to the end-to-end Service processes across Aftermarket and Service Delivery.
• Demonstrable experience of continuous improvement and the Living Lean principles.

Skills:

• A high level of attention to detail.
• Demonstrate a collaborative approach by working openly with others both internally and externally to achieve overall customer satisfaction.
• Strong analytical and problem-solving skills.
• Strong oral and written communication skills both technical and user focused.

Competence and Abilities:

• Self-motivated and pro-active and able to work on own initiative without close supervision.
• Ability to train & mentor others.
• The ability to make good judgements using the information available and making effective timely decisions in line with the business processes.

Planning and Decision Making:

• Responsible for executing tasks within workstream ensuring systems requirements are actively maintained in SAP & ServiceMax.
• Responsible for executing the Service Back Office strategy & working to the continuous improvement plan (CIP).

Impact and Scope:

• Ensure internal or external customers requirements are delivered on time to promise.
• Manage and resolve all service requirements relative to workstream to ensure customer and business commitments can be achieved.

Key Internal and External Relationships:

• Service Delivery teams
• Local AM OTI and Contract Admin Teams
• Service Operational Excellence team
• Order Management CoE
• Market Leadership and Commercial teams
• Sales Managers
• Operations Service & Supply Chain Managers
• Finance Managers

Additional Information :

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color religion sex sexual orientation gender identity national origin economic status disability age or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics where we celebrate support and embrace diversity.

At no time during the hiring process will Smiths Group nor any of our recruitment partners ever request payment to enable participation including but not limited to interviews or testing. Avoid fraudulent requests by applying jobs directly through our careers website (Careers - Smiths Group plc)

Remote Work :

No

Employment Type :

Full-time