Location: Dubai
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
- On time invoicing of customer orders for spare parts, volume machines and service orders
+ Business Processes
- 95 % OLA / SLA according to definition
+ Customer Satisfaction
- 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
$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.
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