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 Back Office team, within the Installation workstream 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.
• Complete workstream requirements timely, following up as necessary to ensure on-time delivery.
• 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 work together within own workstream to execute the continuous improvement plan (CIP).
• Support system and process enhancements to improve the tools and the quality of the process.
• 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:

• Liaise with team members within own workstream and across GSeC workstreams as well as the service department occasionally contact outside the service organization
• Ensure system and operation transactions in compliance with law. regulatory taxation as well as corporate policies
• Participate cross-functional initiatives when required
• Process the end-to-end installation process in accordance with Smiths standard work and guidelines
• Process all types of equipment updates in accordance with Smiths guidelines and policies.
• Liaise with relevant internal parties to manage and resolve all issues relating to the install process
• Manage and update all new equipment deliveries timely to ensure on-time delivery for a given market.
• Ensure backlog (equipment updates and installation orders outstanding) is managed efficiently with no past due status
• Ensure clean backlog at all time and compliance to audit requirement.
• Process equipment sync failure correction I fixes
• Ad-hoc tasks as assigned by the supervisor/management