The largest job portal in the Middle East
Apply now

Scope and Purpose:

• The incumbent the Service Order Management function across MEA ensuring that the team achieves its objectives in accordance with regional and global directives and process, with a strong focus on "on time delivery fulfillment", and in close collaboration with, and support to, internal departments.
• The core objective of the Service Order Management function is, through effective order management, ensuring that the required services, spare parts, adaptation, volume products and exchange-repairs are delivered to the customer on time.

Key Result Areas & Responsibilities:

• Ensure OM team members are trained and enabled to meet with their functional deliverables
• Workload assignment and management.
• Monitor and manage team performance.
• Performance and status reporting (structures and ad-hoc).
• Escalation management.
• Support the global organisation in seeking and implementing optimisations and improvements.
• Continuously monitor, with SCM, the ability to meet customer demands.
• Directly manage critical issues resolution.
• Support Salesforce Maintenance.
• Responsible for accurate execution of commercial terms of service contracts, invoicing and follow up of outstanding payments all in accordance with internal guidelines and processes.
• Manage and steer Service Contract Administration (CRM).
• Key Performance Indicators - KPI (generic), individual targets will be agreed yearly
  • Financials
    • (To succeed financially, what should we deliver to our stakeholders?)
    • On time invoicing of customer orders for spare parts, volume machines and service orders
  • Business Processes
    • (To satisfy our shareholders and customers, what business processes should we excel at?)
    • 95 % OLA / SLA according to definition
  • Customer Satisfaction
    • (To achieve our vision, how should we appear to our customers?)
    • Meet defined delivery time

Requirements:

• Personality / Skills / Professional Qualification & Experience
• Degree in Business Management
• Experience in order processing and logistics (forward and backwards)
• Analytical mindset with a structures and independent working style
• Structured work style with a strong team orientation
• Strong communication skills
• Strong time management and planning skills
• In-depth knowledge of export regulations and Incoterms
• Broad knowledge of SAP ECC and CRM modules
• Proficient in spoken and written English