Job Title: Service Order Management (SOM - Service)
Company: RSUK, Fleet
Department: Service
Line Manager: Lindsay Harris
Company Profile:
Rohde & Schwarz is a global technology group striving for a safer and connected world. With its Test & Measurement, Technology Systems and Networks & Cybersecurity Divisions, the company creates tomorrow's innovations today. The company's leading-edge products and solutions empower industrial, regulatory and military customers to attain technological and digital sovereignty.
Role and responsibilities:
In this position you will be responsible for pro-actively supporting our customers who require their Test Equipment assets to be calibrated, serviced or repaired through our Technical Services Group.
The SOM team handle telephone, internet and face-to-face interactions directly with potential, new and existing customers. Ensuring clear communication with customers throughout the service lifecycle. You will manage in SAP all customer booking requests and enquiries, quotations, order management and invoicing.
You will also liaise with various departments within the organisation and have daily co-operation with their counterparts throughout Europe
Your Tasks:
- Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
- Receive, review, and process customer service orders for calibration, repair, and maintenance
- Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
- Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
- Provide timely updates to customers regarding the status of their service orders.
- Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
- Troubleshoot order-related issues and follow up with customers to keep them informed.
- Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
- Provide feedback to engineering and product teams regarding recurring service issues.
- Foster a collaborative environment by supporting team initiatives and process improvements.
Skills / Qualifications / Experience Requirements:
Essential
- SAP ERP and CRM Experience
- Excellent customer service skills
- Confident handling customer and sales team enquiries & queries
- Strong attention to detail, with accurate data entry skills
- Pro active and a self-motivated attitude to work
- Professional communication skills both written and spoken
- Minimum of one year of customer service or administrative experience
- Ability to work in a collaborative manner both within the team and with other departments
Desirable
- Worked within a technical service department
- Familiarity with managing basic service orders or related tasks
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook).
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Oder Management Specialist in Fleet employer: Rohde & Schwarz UK
At RSUK, Fleet, we pride ourselves on being an excellent employer by fostering a collaborative work culture that values teamwork and communication. Our Service Order Management Specialists enjoy comprehensive training and growth opportunities within the company, alongside competitive benefits that support work-life balance. Located in a vibrant area, our team thrives in an environment that encourages innovation and customer satisfaction, making every day rewarding.
