Service Order Management
About The Position
The Service Order Management Specialist is responsible for accurately booking and maintaining service contracts, ensuring correct entitlements, and supporting timely, accurate billing for parts and labor. This role partners closely with Sales, Legal, Finance, and Field Service to generate and manage service quotes, process purchase orders, validate work against contract coverage, and resolve entitlement or billing discrepancies. The position also plays a key role in defining and improving scalable service order management processes, identifying bottlenecks, and supporting reporting and audits to enhance operational efficiency and customer satisfaction.
Requirements
- 5+ years of experience in order management, contract administration, or service operations, ideally in a high-growth or startup environment
- Strong attention to detail and operational discipline
- Experience with ERP, CRM, and order processing systems (e.g., Salesforce, SAP, NetSuite)
- Excellent communication and cross-functional collaboration skills
- Self-starter with a continuous improvement mindset and ability to thrive in ambiguity
Nice To Haves
- Experience in the medical device or capital equipment industry a plus
Responsibilities
- Manage service contract bookings in coordination with Sales, Legal, and Finance and maintain service contract coding in CRM
- Maintain and update contract entitlements, ensuring accurate service delivery for billable parts and labor
- Generate service quotes, track approvals, and manage incoming POs
- Partner with Field Service to validate work against contract coverage and ensure proper invoicing
- Monitor service activity and proactively resolve entitlement or billing discrepancies
- Collaborate cross-functionally to define and document scalable service order management processes
- Identify process bottlenecks and implement solutions to improve turnaround time, accuracy, and customer satisfaction
- Support reporting and audits related to service contracts and order management
- Process customer orders for spare parts as required.
Benefits
- medical
- dental
- vision
- short- & long-term disability insurance
- employee assistance program
- company paid basic life insurance
- 401(k) with employer match
- paid time off
- sick leave
- (12) paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
