Service Order Management Analyst

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's 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's 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 management’s right to assign or reassign duties and responsibilities of this job at any time.