Service Order Management Sr. Specialist

Job Purpose:
Service Operations is a critical part of the infrastructure in Smiths Detection. The role is situated inside the Service Global Back Office 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.
The primary role requires the processing of administrative tasks in the relevant workstream, working with other workstreams and cross functions where required to set up the field delivery team for successful execution.

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 to 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 Service Back Office strategic approach and within workstream execute the continuous improvement plan (CIP).
•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 KPI’s and improvement plans.
•Participate in cross-workstreams and / or cross-functional initiatives or projects as required.
Collaboration:
•Attend weekly and monthly internal meetings.
•Share best practices among the team to improve and drive efficiency.
•Train & develop colleagues as required.

Specific Duties:
Contracts:
•Manage Service contracts in ServiceMax
•Liaise with AM Sales and OTI to ensure seamless execution of the process in compliance with standard work and corporate policies

PM Plans:
•Working alongside the Contract Team to ensure quality of the process.