Service Order Management, Senior Specialist

Job Purpose:

The Service Order Management Spares and Consumables Senior Specialist plays a critical role within the global Service Order Management organisation supporting the execution and optimisation of the Order to Invoice process for Aftermarket Spares and Consumables.

This role acts as a subject matter expert and escalation point supporting the Team Lead in driving operational excellence data quality standardisation and compliance across regions. The Senior Specialist contributes directly to the successful transition from Market Order Management teams to a centralised global model while ensuring high-quality order execution strong controllership and an enhanced customer experience.

The role combines hands-on SAP execution advanced problem solving stakeholder coordination and continuous improvement while also providing day-to-day guidance and functional support to Specialists within the team.

Key Responsibilities

Operational Excellence

• Execute and oversee the end-to-end Order to Invoice process for Spares and Consumables including complex and high-value orders.
• Act as a senior escalation point for order processing invoicing delivery and customer issues.
• Ensure sales orders are processed accurately and on time meeting customer commitments and business KPIs.
• Manage backlog hygiene and ensure no past-due orders remain without a clear recovery plan in line with audit requirements.
• Support eCommerce order processing ensuring correct system handling and compliance.

SAP & Controllership

• Maintain strong controllership of SAP Order to Invoice activities ensuring data quality accuracy and adherence to Smiths policies.
• Identify analyse and resolve SAP-related issues; support change requests enhancements and system improvements.
• Support quotation accuracy and order setup to enable correct revenue recognition and pipeline visibility.
• Ensure consistent application of pricing taxation incoterms and contractual terms.

Compliance & Trade Operations

• Manage and validate documentation related to import/export including customs invoices packing lists inspection certificates and transport documents.
• Support Letter of Credit licensing and regulatory requirements in collaboration with Sales Finance and Supply Chain.
• Ensure all transactions comply with global trade regulations tax requirements and corporate policies.

Stakeholder & Team Support

• Work closely with Sales Market Order Management Finance Supply Chain and Logistics teams to resolve order-related issues.
• Support the Team Lead by providing functional guidance coaching and knowledge sharing with Specialists.
• Contribute to onboarding and training of new team members.
• Actively participate in regional and global meetings projects and transformation initiatives.

Continuous Improvement & Reporting

• Contribute to process standardisation documentation and best practice sharing across the workstream.
• Support preparation and validation of operational reports and dashboards (order intake backlog invoicing cycle time).
• Identify recurring issues and recommend improvements to enhance efficiency controls and customer experience.
• Participate in cross-functional projects supporting Service Operations and Aftermarket transformation.

Qualifications :

Qualifications

Education & Experience

• Bachelors degree in Business Management Supply Chain Finance or a related discipline.
• 57 years of experience in Service Order Management Sales & Order Administration Logistics or Customer Operations.
• Strong hands-on SAP experience across the Order to Invoice lifecycle.
• Experience supporting global or multi-regional operations in a matrix environment preferred.

Technical Skills & Knowledge

• Strong knowledge of Quote to Cash / Order to Invoice processes.
• Practical experience with:
  • SAP order processing delivery and billing
  • Pricing taxation and revenue controls
  • Import/export documentation and trade compliance
  • Letter of Credit processes
• Advanced working knowledge of MS Excel and reporting tools; dashboard experience preferred.
• High attention to detail with strong analytical and problem-solving capability.

Behavioural Competencies

• Customer-focused with the ability to balance speed accuracy and compliance.
• Confident communicator able to engage with stakeholders across levels and functions.
• Proactive self-motivated and able to work independently with minimal supervision.
• Strong collaboration skills and a mindset of continuous improvement.
• Comfortable working in a change and transformation environment.

Planning Impact & Scope

• Supports the effective execution of global Spares and Consumables orders through to invoicing.
• Directly impacts customer satisfaction revenue realisation and audit compliance.
• Contributes to the success of the centralised Service Order Management operating model.
• Acts as a stabilising and enabling role between Specialists and Team Leadership.

Key Relationships

• Service Order Management Team Leads
• Market Order Management teams
• Sales & Commercial teams
• Finance & Billing
• Supply Chain Logistics and Operations
• Global Service Operations stakeholders

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