Service Operations Analyst II

Work Schedule

Environmental Conditions

Job Description

Group/Division Summary:AIG/MSD Position Summary: Service Operations Analyst Key

Responsibilities:

 Prepares quotation for parts, labor service and service contracts base on the requests from customers and service sales / engineers / RSE. Fully understand contract type and coverage, special customer discounts, part type category and subjective data from field service engineer as to reason for current part issue.

 Support field service team to enable clean quotes, sales orders, maintain and track calls, RMAs and contracts etc. in QAD. Performs contract administration, including preparation, drafting, editing, revision and tracking of standard contracts, letter agreements, and related documentation in connection with domestic and international business areas.

 Process high volumes of part orders and service requests, including but not limited to order entry, regular follow up with service to ensure the customer's needs are met promptly.

 Mater data maintenance, such as ISB status / end user / ship-to / bill-to info. update in QAD.

 Responsible for data entry and completed document filing. Acts as customer liaison with Accounts Receivable to settle billing issues and find solution.

 Coordinate with finance, compliance, legal and service logistics as well as other cross function teams to ensure on time order shipment / acceptance as well as revenue execution.

Qualifications:

 Diploma/bachelor’s degree and experience in field service / sales operation. Physical Requirement

 Knowledge of incoterms, service Contract review competence (terms & conditions)

 Ability to multi-task.

 Understands global and local processes and takes initiatives for process improvements where applicable.

 Moderate IT Skills (Microsoft packages, ERP system experience)

 Fluent in both written and oral English.

 Excellent typing, 10-key speed and accuracy rate.

 Interpersonal skills, team and customer orientation.

 Requires outstanding problem solving, follow-through, attention to detail and interpersonal skills.