Service Operations Specialist

Role : Service Operations Specialist

Location: Remote with travel to Milpitas (on need basis)

Duration : 6 months

Role Overview

As a Service Operations Specialist Collaborate closely with regional service teams to ensure accuracy of customer account and install base details within specified timelines aligned with the broader Customer ERP implementation program. Partner with Customer Sales Operations and Service Business Development to standardize service sales methodologies refine payment terms and develop templates for probability definitions and sales cycles. Work alongside Project Managers Customer Sales Operations and Service Business Development to define and configure the Refurb tool configurator. Additionally collaborate with Service NPI and Service Business Development to update and maintain the Service Price book ensuring accurate pricing by region part contract type and labor rates. Drive the release of the Service Clean Booking Checklist and utilize Sales CBC methodology. Define necessary reports and KPIs to optimize service operations and review/refine the Service Activity Matrix and Escalation Process. Engage with the CSL team to streamline spares lead time classify spares by category and velocity implement ABC classification and map spares to various products. Facilitate parts pricing uploads and collaborate with the Training team to enhance SKIP tasks for key products in preparation for Oracle Field Service Cloud integration. Partner with the Service NPI team to develop precise Spares Bills of Materials (BOMs) for critical products. Proactively lead additional projects and tasks essential to the successful implementation of customer ERP.

Qualifications:

Education & Experience:

Bachelors degree in business or supply chain & servicerelated field.

At least 5 years of Information Technology experience in Oracle with deep experience in Field Service Service Request Management Teleservice Spares Inventory Management B2B Service Service Logistics Digital Customer Service Digital Assistant and Maintenance modules.

Minimum of 5 years of experience in spares planning customer service logistics or equivalent combination of education and experience.

Ability to work independently and remotely from the corporate office in Milpitas CA USA.

Desired Qualifications

Post Graduate degree

Professional Oracle Cloud CX Service certifications and experience with Oracle EBusiness Suite

Deep expertise in Service domain for industries such as B2B Service industry hightech telecommunications manufacturing energy retail pharmaceuticals and logistics

Proven record of high performance and substantial achievements in your past positions

Ability to work effectively with people at all levels in an organization

Solid functional knowledge including but not limited to Service Install Base Depot Repair remanufacturing supply chain etc.

Demonstrated leadership ability in a team environment

Knowledge:

Proficiency in Microsoft Office suite (Outlook Word Excel PowerPoint MS Project Visio).

Experience with Oracle ERP preferred including Oracle EBusiness Suite Services modules

Familiarity with Oracle Field Service Cloud and Oracle EBusiness Suite is considered advantageous.

Background in manufacturing or service environments.

Skills:

Excellent communication skills with a professional and courteous demeanor.

Strong ability to multitask effectively.