Order Management Expert

Order Management Expert

Role Purpose

• Manage and coordinate end-to-end activities across after-sales, order management, technical support, field service, spare parts, invoicing, and commercial operations.
• Act as a key interface between customers and internal functions including Sales, Service, Engineering, Production, Supply Chain, Logistics, Finance, Quality, and global teams.
• Independently coordinate complex customer, technical, operational, and commercial issues to ensure effective resolution and business continuity.
• Support customer satisfaction, service performance, revenue, profitability, and continuous improvement.
• Operate primarily as a senior individual contributor, requiring strong functional expertise, independent judgment, and cross-functional influence.

Key Responsibilities

Customer & After-Sales Management

• Manage after-sales activities to ensure effective customer support and timely issue resolution.

• Maintain strong customer relationships and support customer retention.

• Act as a key contact for escalated issues relating to:

  • Equipment performance
  • Service
  • Spare parts
  • Installation
  • Delivery
  • Commercial matters

• Visit customer sites when required to understand operational challenges and coordinate appropriate solutions.

• Coordinate between customers and internal departments to ensure requirements and commitments are clearly understood and delivered.

• Maintain accurate customer, equipment, and product information in CRM and established business systems.

• Monitor customer satisfaction and identify opportunities to improve customer experience and after-sales performance.

Technical & Application Support

• Coordinate technical requests from direct customers, dealers, and intercompany customers.

• Provide or coordinate technical guidance relating to:

  • Equipment installation
  • Operation
  • Troubleshooting
  • Application issues
  • Product performance

• Work closely with Product Engineering, Industrial Engineering, Production, Service, and other technical functions to resolve complex problems.

• Support Sales and customers with:

  • Technical evaluations
  • Equipment demonstrations
  • Application feasibility assessments
  • Customer-specific technical solutions

• Coordinate application testing, sample trials, demonstrations, and special technical evaluations when required.

• Provide customer and field feedback to Engineering and Production to improve:

  • Equipment reliability
  • Installation quality
  • Product performance
  • Technical documentation

• Support testing and validation of new products, spare parts, software, upgrades, and technical solutions.

Order & Commercial Management

• Manage quotations and customer orders for:

  • Machines
  • Spare parts
  • Installation
  • Field service
  • Related activities

• Coordinate order execution with customers and relevant internal functions.

• Ensure agreed specifications, configurations, and delivery commitments are achieved.

• Manage special customer requirements and changes relating to:

  • Product configuration
  • Delivery schedule
  • Technical requirements
  • Commercial conditions

• Coordinate service contracts and related operational and commercial requirements.

• Review and coordinate relevant:

  • Field service labour
  • Spare parts usage
  • Overtime
  • Warranty
  • Incentives
  • Commercial claims

• Ensure quotations, approvals, transactions, documentation, and system records comply with company procedures and internal controls.

Invoicing & Financial Coordination

• Coordinate invoicing for:

  • Machines
  • Installation
  • Service
  • Spare parts
  • Related expenses

• Coordinate customer advance payment and final settlement processes.

• Ensure required commercial documents are complete and accurate.

• Prepare commercial invoices and supporting documentation for customer and logistics transactions.

• Forecast service and installation costs.

• Provide relevant information to Finance for cash-flow planning.

• Support revenue forecasting and budgeting activities.

• Monitor actual business performance against agreed targets.

• Coordinate with Finance to resolve billing, documentation, payment, and commercial issues.

Spare Parts Management

• Manage local spare parts activities to support customer requirements and business performance.

• Support spare parts pricing and discount management in accordance with company guidelines.

• Coordinate spare parts data and e-commerce requirements with Global Parts teams.

• Ensure compliance with applicable BOI requirements for relevant transactions and inventory.

• Monitor:

  • Spare parts inventory
  • Customer demand
  • Stock availability
  • Inventory valuation
  • Slow-moving stock
  • Reorder settings
  • Purchasing requirements

• Balance customer-service requirements with inventory and working-capital objectives.

• Identify opportunities to improve spare parts revenue and profitability.

Field Service Coordination

• Coordinate end-to-end planning and scheduling of Field Service Engineers.

• Assign service activities according to:

  • Customer requirements
  • Technical capability
  • Priority
  • Resource availability
  • Business needs

• Ensure customer sites and installation requirements are properly assessed before service execution.

• Coordinate:

  • Travel arrangements
  • Visa requirements
  • Certifications
  • Site access
  • Required documentation

• Support establishment and maintenance of local service rates.

• Coordinate service discounts within approved authorization limits.

• Monitor:

  • Service execution
  • Resource utilization
  • Service revenue
  • Profitability
  • Customer satisfaction
  • Documentation completion

• Ensure installation and service issues are followed through to appropriate resolution.

Training & Knowledge Development

• Promote technical knowledge sharing across the after-sales organization.

• Identify technical skill and knowledge gaps within:

  • Service teams
  • Dealer networks
  • Production
  • Other relevant functions

• Coordinate product and technical training for:

  • Field Service Engineers
  • Dealers
  • Production employees
  • Other stakeholders

• Support development of:

  • Training materials
  • Technical documentation
  • Videos
  • Work instructions
  • E-learning content

• Maintain current product and service knowledge in cooperation with Global Service, Global Parts, Engineering, and technical teams.

Continuous Improvement & Product Feedback

• Capture, analyse, and communicate customer and field-service feedback.

• Identify recurring technical and operational issues.

• Coordinate corrective and preventive actions.

• Participate in or lead installation and service debriefs.

• Translate field experience into improvements in:

  • Products
  • Quality
  • Documentation
  • Processes
  • Service effectiveness

• Work with Engineering, Production, Quality, Service, and other functions to improve product reliability and operational performance.

• Support continuous improvement initiatives that reduce recurring issues and improve response time.

KPI & Business Performance

• Establish, monitor, and support achievement of relevant departmental KPIs.

• Monitor performance relating to:

  • Service execution
  • Installation
  • Technical response
  • Service contracts
  • Spare parts
  • Inventory
  • Warranty
  • Customer complaints
  • Customer satisfaction
  • Revenue
  • Profitability

• Prepare after-sales revenue forecasts.

• Provide input to budget and business planning.

• Monitor actual performance against agreed targets.

• Identify performance gaps and coordinate corrective actions.

• Identify opportunities to improve:

  • Revenue
  • Profitability
  • Operational efficiency
  • Customer retention
  • Service effectiveness

Key Interfaces

• External: Direct customers, dealers, service partners, suppliers, and logistics providers.
• Internal: Sales, Service, Production, Product Engineering, Industrial Engineering, Supply Chain, Logistics, Finance, Quality, Global Service, Global Parts, Business Intelligence, and other global teams.

What We Are Looking For

• Strong experience in one or more of the following areas:

  • Order Management
  • After-Sales Operations
  • Service Operations
  • Technical Coordination
  • Supply Chain
  • Spare Parts
  • Commercial Operations
  • Industrial or manufacturing environments

• Strong customer and service orientation.

• Ability to coordinate complex activities across multiple functions.

• Strong analytical and problem-solving skills.

• Good commercial and business awareness.

• Ability to work independently and take ownership of issues through completion.

• Experience working with ERP, CRM, order-management, or service-management systems.

• Ability to communicate effectively with both technical and non-technical stakeholders.

• Comfortable working with international and cross-functional teams.

• Strong attention to detail and ability to manage multiple priorities.

• Willingness to understand technical products, customer applications, and operational requirements.

Role Characteristics

• Senior individual contributor role.
• High level of independent judgment and functional ownership.
• Strong cross-functional coordination responsibility.
• Significant customer-facing exposure.
• Combination of technical, operational, commercial, and business responsibilities.
• Accountability for customer satisfaction, order execution, service coordination, spare parts performance, commercial accuracy, revenue, profitability, and continuous improvement.