Service Order Management Sr. Specialist

• Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

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

 

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

Educational Requirements:

• Demonstrable experience within service order administration and equipment updates
• Proven ability to collaborate with stakeholders from other departments
• Minimum 1-2 years of related experience
• Strong hands-on working experience on SAP and ServiceMax.
• Substantial understanding and knowledge of the end-to-end Service processes with a broad understanding of the detailed tasks across Aftermarket and Service Delivery.
• Demonstrable experience of continuous improvement 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.
• Demonstrate analytical and problem-solving skills.
• Demonstrate oral and written communication skills both technical and user focused.. Competence and Abilities:
• Self-motivated and pro-active and able to follow established procedures and standard work without close supervision
• Ability to train others.

The ability to make good judgements using the information available and making effective timely decisions in line with the business processes

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 career’s website (Careers - Smiths Group plc)