Service Order Management Analyst

Job Description

Key Responsibilities

Service Order Management

- Manage the complete service order lifecycle from creation to closure across global regions, ensuring timely execution and customer satisfaction
- Coordinate with international field service engineers, regional logistics teams, and customers to schedule and track service activities
- Monitor global KPIs related to service order management and implement standardized process improvements
- Serve as an escalation point for complex service order issues across regions and provide resolution
- Maintain accurate documentation of service orders in the company&aposs global service management system

Service Inventory Planning

- Develop and implement service inventory strategies to optimize parts availability while minimizing excess inventory costs
- Forecast service parts requirements based on historical data, installed base information, and upcoming service needs
- Collaborate with procurement and supply chain teams to ensure timely replenishment of critical service parts
- Monitor inventory levels across global service centers and coordinate redistribution as needed
- Identify opportunities to reduce obsolescence and improve inventory turnover
- Implement and maintain service parts classification systems (critical vs. non-critical)

Cross-Functional Collaboration

- Partner with regional service managers to understand local requirements and challenges
- Work with finance teams on inventory valuation and service parts budgeting
- Collaborate with product management to anticipate service needs for new product introductions
- Engage with IT to enhance service management systems and inventory tracking capabilities
- Support global continuous improvement initiatives for service operations

Qualifications

- Bachelor&aposs degree in business administration, operations management, supply chain, or related field
- 5+ years of experience in global service operations, order management, or inventory planning, preferably in life sciences or diagnostics industry
- Strong knowledge of service management systems, inventory management software, and CRM platforms
- Experience with global service operations and understanding of regional differences in service delivery
- Excellent analytical and problem-solving skills with ability to interpret inventory and service data
- Superior communication skills with experience working across different cultures and time zones
- Experience with process improvement methodologies (Lean, Six Sigma)
- Ability to work effectively in a fast-paced global environment and manage multiple priorities
- This role requires one to support as per EST time zone.

Preferred Skills

- Experience with SAP or similar ERP systems for service management and inventory control
- Knowledge of life sciences or laboratory equipment servicing processes and parts requirements
- Project management certification
- Familiarity with regulatory requirements affecting service parts in the life sciences industry
- Understanding of customs regulations and international logistics as they relate to service parts
- Highly effective time management skills

Success Factors

- Demonstrated ability to improve operational efficiency, parts availability, and customer satisfaction
- Strong attention to detail and commitment to quality in a global service environment
- Proactive approach to identifying and resolving service and inventory issues
- Excellent interpersonal skills and ability to work collaboratively across departments and regions
- Ability to balance service level requirements with inventory cost optimization
- Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job at any time.

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