Service Business Operation Specialist

Job Description Summary

As a Service Business Operation Specialist, you will play a pivotal role in driving operational excellence across the service lifecycle and will be at the heart of our service ecosystem by ensuring data integrity, digitalization, standardization, process efficiency, and customer satisfaction. it's a launchpad for developing deep expertise in service business operations. You’ll gain exposure to international teams, sharpen your analytical and communication skills, and contribute to meaningful improvements in how we serve our customers.

In this dynamic role, you will:

• Own the Installed Base Lifecycle: From asset registration to end-of-life, manage and maintain accurate records that power our service operations.
• Ensure Data Accuracy & Timely Billing: Enter and validate customer information, warranties, and contracts in our Service ERP system to enable precise billing for both contract and non-contract services.
• Drive System Excellence: Support data remediation and updates in Service CRM and ServiceMax, and contribute to seamless Channel Partner/Distributor transitions.
• Lead Data Quality Initiatives: Manage data cleanup, migration, and verification activities to uphold operational standards.
• Collaborate Across Functions: Work closely with cross-functional teams to align on data accuracy and streamline service processes.

Job Description

Roles& Responsibilities

• Load, update, and maintain GEHC customer service contracts and warranties in all applicable Service ERP systems, including additions, deletions, and modifications.
• Ensure timely and accurate system and tax legal billing for both contract and non-contract services as per customer requests, minimizing delays and discrepancies.
• Maintain database accuracy by supporting field teams, internal stakeholders, and external customers via phone and email.
• Collaborate with Field Service Sales, Service Delivery, Service Marketing, and Commercial teams to resolve technical and process-related challenges.
• Assist Finance and Cash Collection teams in resolving customer disputes, including concessions, penalties, write-offs, and credit notes.
• Initiate and drive process improvement projects to standardize operations and enhance efficiency.
• Support the transition of distributors to Channel Partner ServiceMax by preparing data, executing cleanup activities, and managing migration in coordination with multiple stakeholders.
• Provide quarterly visibility into contract and non-contract profitability, highlighting areas for pricing optimization.
• Assist Finance teams during month-end, quarter-end, and year-end closing processes.
• Deliver prompt and effective support for all contract and non-contract related customer inquiries.
• Complete all required Quality & Compliance training within defined deadlines.
• Follow Quality Assurance processes by properly archiving all relevant documentation, including proposals, signed contracts, service reports, and invoices.
• Comply with GEHC’s Quality Manual, Management System, Policies, Goals, and all applicable laws and regulations.

Required Qualifications & Requirements

• Bachelor’s degree in Business Administration, Finance, Economics, Engineering, or a related field.
• Minimum of 3 years of relevant professional experience in operations, service, or data management.
• Strong command of English, both written and verbal.
• Excellent organizational and time management skills.
• Proven ability to prioritize tasks, meet deadlines, and maintain attention to detail.
• Comfortable managing multiple tasks and adapting to changing priorities in a fast-paced environment.
• Ability to thrive in a dynamic, routine and high-volume work setting.
• Demonstrates a strong sense of urgency and ownership.
• Strong analytical and communication skills; able to engage effectively with internal and external stakeholders at all levels.
• Self-motivated with a proactive approach to problem-solving and decision-making.
• Focused on continuous improvement and eliminating non-value-added activities.

Additional Information