Service Order Management Specialist

Location: Bengaluru, KA, India
Department: Customer Service

Job Description

Service Operations is a critical part of the infrastructure at Smiths Detection. This position is based within the Global Service Centre (GSeC) team and supports one of the key workstreams responsible for the Aftermarket business and Service Operations.

The position is responsible for ensuring that service contracts are accurately processed from contract creation in SAP through activation in ServiceMax, enabling field service teams to deliver services efficiently. The role acts as a key link between Commercial, Sales, Finance, Operations, Service Delivery, and Contract Administration teams.

Key Responsibilities

Contract Management

• Manage service contract order entry from creation in SAP to activation in ServiceMax.
• Review equipment warranty and contract entitlement before order processing.
• Verify contract documentation for completeness and compliance.
• Process contract amendments, renewals, and changes.
• Ensure contract data accuracy across SAP and ServiceMax.
• Maintain contract backlog and resource mailboxes with no overdue items.
• Ontime activation of Contracts in Service Max.

Operational Excellence

• Resolve contract-related issues and data discrepancies.
• Ensure compliance with company policies, procedures, and standard work.
• Support the "no fault forward" approach by ensuring high-quality data.
• Drive continuous process improvements and automation opportunities.
• Monitor and contribute to KPIs and continuous improvement initiatives.

Stakeholder Management

• Collaborate with:
  • Service Delivery Teams
  • Contract Administration Teams
  • Sales and Commercial Teams
  • GSeC Workstream (PM plan, Installation, Error Management, Billing team)
  • Service Operation Team
• Conduct and participate in internal meetings.
• Share best practices and support colleague development.

Qualifications

Education

• Bachelor’s degree in Business Administration or related field.
• Relevant certifications in contract management or order management end to end are an advantage.

Experience

• 1-4 years of experience in service order management, contract administration, order entry end to end, or a similar role.
• Experience in a multinational service organization preferred.
• Can work in different shifts, preferably night shifts.

Systems/Tools Knowledge

• Strong hands-on experience with SAP, Excel, and Power BI. Experience with ServiceMax / Salesforce is an added advantage.
• Understanding of aftermarket service processes and service delivery operations.

Skills & Competencies

• Knowledge of service contract lifecycle management.
• Data accuracy and process compliance.
• Continuous improvement mindset and Lean principles knowledge.
• Strong attention to detail.
• Analytical and problem-solving skills.
• Effective stakeholder management.
• Excellent written and verbal communication.
• Ability to work independently.
• Experience with automation and process improvement initiatives.
• Understanding of billing and revenue recognition principles.

A successful candidate would typically be measured on:

• Contract processing accuracy.
• On-time contract activation.
• Backlog management.
• SLA adherence.
• Data quality in SAP and ServiceMax.
• Customer satisfaction and issue resolution.
• Contribution to continuous improvement initiatives.

Additional Information

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Detection, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website.

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.