Service Order Management Sr. Specialist

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 is 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 3,500 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.

Job Description

Job Purpose:

We are seeking detail-oriented and proactive Customer Service Support to handle parts claims and service enquiries from external customers and distributors. The ideal candidate will have strong communication skills and a thorough understanding of our products and services. This role involves managing claims, resolving service issues remotely and on-site if necessary, and ensuring customer satisfaction. This role will interface with the technical/product support specialists for escalation during claim validation and technical analysis, as required, and making sure that all key information requirements are met prior to any inter-functional hand-offs with order process and shipment/delivery teams. It develops and maintains close relationships within all stakeholders globally to ensure best possible response to the customers.

DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Perform efficient and effective validation to parts claims from external customers and distributors via the WCR process.
• Process parts claims, ensuring accuracy and compliance with company policies.
• Collaborate with internal departments to resolve complex claims and service inquiries and utilize official comm tools such as Zinc and email.
• Document and track customer interactions, claims, and resolutions via the WCR dashboard and other in-house resources such as power apps, forms, automate, sharepoint and powerbi.
• Maintain a positive, empathetic, and professional attitude toward customers and distributors at all times.
• Research technical issues autonomously as required and be able to analyze trends of faults and/or issues.
• Generate detailed defect reports via the COPQ portal for further investigation if related to quality-issue

Qualifications

THE INDIVIDUALS

• Bachelor’s degree or equivalent
• Proven experience in a service role, preferably in a similar industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle stressful situations and manage multiple tasks simultaneously.
• Proficiency in using customer service software and tools.
• Customer-focused attitude with a commitment to providing high-quality service.

PREFERRED QUALIFICATIONS

• Experience in field services.
• Familiarity with in-house system resources.
• Multilingual abilities are a plus.
• At least 5 years technical field experience directly involved in troubleshooting, field repair or technical service activities centered on electrical and mechanical systems and equipment. Specialized experience in relevant product: Checkpoints CT/Lanes and Trace products
• Proven technical acumen, with recognizable results within a challenging and highly professional continuous improvement environment, especially:
  • Effective command skills
  • Effective communication skills
  • Understanding and passions for trend analysis and potential improvements
  • Proactive problem-solving mindset
  • Perseverance and tenacity
  • High quality decision-making
  • Unswerving customer focus
• Excellent people skills and ability to communicate with stakeholders at all levels internally and externally and in different cultures/nationalities.
• Self-motivated and results-driven.

TECHNICAL SKILLS

• Real-time Platform Support and Admin
• Server and desktop admin and monitoring
• Hardware and Software maintenance
• Effective remote assistance
• Operating Systems: Windows, Linux, CentOs

Additional Information

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.