Service Operation Process Specialist

Your Role-

Job Description

Are you a motivated and forward thinking individual ready to make a significant impact in our dynamic customer success center at GECIA? We are looking for someone who can bring their expertise to our team, where we focus on delivering high quality services to our customer centers globally, aimed at enhancing customer satisfaction, and improve back-office efficiency through service operations process improvement and training delivery.

Mission & Role:

As a Service Operation Process specialist, your job scope is not limited to the task mentioned here, but can be any area within the service operations process where, through centralizing efforts and creating critical mass, we aim to bring efficiency, Your input and critical thinking are crucial.  Collaboration and communication with your peers in the team in Brno, Czech Republic, are vital. Your Job Roles:

• Assist in establishing robust processes between customer centers and the operation hub, ensuring seamless communication and cooperation.
• Administer all contract data within the SAP ERP System, guaranteeing data quality and accuracy.
• Perform detailed analysis on the contract portfolio, providing valuable feedback to Customer Centers on portfolio health.
• Assist customer centers in efficient forward planning and scheduling of service technicians.
• Develop, maintain, and deliver training programs to our CTS backoffice using digital, hybrid, and face-to-face formats.
• Provide second-level, specific application support through our ticketing systems.
• Interact with customer centers to maintain the quality of the data you administer, fostering positive relationships.
• Strive for the continual growth of competence within the customer centers, advocating the adoption of best practices.
• Identify global problem areas common to our customer centers, and implement the right actions, such as training needs.  Collaborate with our process analyst and improve the efficiency of our operations by implementing automation (RPA) based on need.
• Foster strong relationships with the main Business Process Experts (BPX) to seamlessly integrate their support processes into the operation hub.
• Collaborate with the CTS divisional finance team to evaluate feedback from customer centers on portfolio health.
• Be prepared for occasional travel to Airpower and supported countries, enriching your global experience.

To succeed, you will need-

Educational Requirements:

We are seeking candidates with a Graduate degree and 2 to 3 Years of experience.  If you are a team player with a natural inclination to find efficiencies, identifying improvement areas within a given set of tasks and boundaries together with a good amount of common sense, you are the perfect fit. 

Experience requirements:

• Strong drive for accuracy and a process-oriented approach.
• Fluency in English, with knowledge of other languages, is an asset for fostering relationships with customer centers.
• Proficiency in MS Office, with experience in SAP PM/CS or other relevant streams, is considered an advantage.
• Excellent communication and presentation skills for the efficient delivery of training.
• A background in service operations is an added advantage.
• An innate sense of curiosity and an interest in deriving analytical insights and acting based on them.

Personality requirements

• Collaborative team player able to work together with a variety of people and different cultures.
• Independent worker with a strong sense of ownership and accountability.
• Customer focused, result-oriented, with excellent diplomatic and negotiation skills.
• Willingness to take responsibility and lead the assigned projects to a successful conclusion.
• Ability to communicate, present effectively and build confidence with internal customers.
• Be constructive in your thinking and approach.

 In return, we offer you-

A work culture known for respectful interaction, ethical behaviour and integrity.

• Access to Global Job Opportunities as a part of Atlas Copco Group

• Opportunities to grow and develop in the connected world.

• Potential to see your ideas realized and to make an impact

• New challenges and new learnings on global organization matrix

Location - Pune

Last Day To Work-

2/12/2025

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