What are the responsibilities and job description for the Manager, Service Order Management - Columbia, MD position at ROHDE & SCHWARZ GmbH & Co. KG?
Order Processing : Manager, Service Order Management - Columbia, MD
Contact
Your Rohde & Schwarz recruiting team is looking forward to receiving your application.
Info
City/region
Columbia (Maryland) (USA)
Entry level
Managers
Employment Type
Full-time
Ref. Number
14006
more
The Service Order Management Manager provides leadership and strategic oversight to the service order management team, ensuring operational excellence, process efficiency, and superior customer service. This role is responsible for managing team performance, driving continuous improvement initiatives, and fostering collaboration across departments to optimize service workflows. As a key liaison between service order management and leadership, the manager plays a critical role in decision-making, resource allocation, and policy implementation, all while keeping the customer’s needs at the forefront. They are accountable for resolving escalations, identifying process gaps, analyzing performance data, and implementing best practices that align with organizational objectives and elevate the customer experience. Success in this role requires strong leadership, problem-solving, and communication skills, along with a deep understanding of service order management operations and a passion for delivering outstanding customer service. This position is based out of our North American headquarters in Columbia, MD.
Your tasks
- Oversee and manage the service order management team, ensuring efficient and accurate processing of calibration, repair, and maintenance requests.
- Develop and implement policies and procedures, ensuring consistency and adherence to best practices.
- Guide the team through daily work activities, providing support, coaching, and identifying development needs.
- Lead customer service initiatives, ensuring high-quality customer support and complaint resolution.
- Serve as the primary escalation manager, swiftly resolving critical service issues and coordinating with cross-functional teams.
- Drive collaboration with technical teams, sales, logistics, and leadership to enhance service order execution.
- Champion interdepartmental process improvements, streamlining workflows and reducing service bottlenecks.
- Conduct data analysis to track key performance indicators, identify inefficiencies, and implement improvements.
- Lead initiatives to optimize service order management processes, enhancing accuracy, speed, and customer satisfaction. Foster a culture of continuous improvement, encouraging the team to
- insights that enhance service delivery and customer experience.
- Act as a change agent, coaching and mentoring team members on best practices for managing operational shifts effectively.
- Partner with leadership to develop scalable and adaptable processes that support long-term business objectives.
- Foster a positive workplace culture, promoting collaboration, accountability, and a strong customer service mindset.
Exciting insights into Rohde & Schwarz
Our colleagues provide insider information about:
- Daily adventures and challenges
- Our passionate team
- The technologies behind the innovative projects and solutions
Your qualifications
- BA/BS in Business Administration, Accounting, Operations, or Equivalent.
- 5 years of experience in service order management, logistics, or a related field.
- Strong familiarity of service orders, purchasing, and logistic concepts
- Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook).
- Experience with ERP or CRM systems (e.g., SAP, Salesforce) is a plus
- Excellent communication and interpersonal skills
- Willingness to travel up to 10% domestically and internationally
- To be considered, candidates must reside in the US and have valid US work authorization.
Interested?
We are looking forward to receiving your application!The total compensation for this position is $75K-$110K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.
We promote equal opportunities and welcome applications from people with and without disabilities. We offer an inclusive work environment where all individuals can develop their skills and talents regardless of gender, nationality, ethnic and social background, religion, worldview, age, sexual orientation, identity, and other characteristics.
Rohde & Schwarz is a global technology company with approximately 14,000 employees and three divisions: Test & Measurement, Technology Systems and Networks & Cybersecurity. For 90 years, the company has been developing cutting-edge technology, pushing the boundaries of what is technically possible and enabling customers from various sectors such as business, government and public authorities to maintain their technological sovereignty.
- Develop and implement policies and procedures, ensuring consistency and adherence to best practices.
- Guide the team through daily work activities, providing support, coaching, and identifying development needs.
- Lead customer service initiatives, ensuring high-quality customer support and complaint resolution.
- Serve as the primary escalation manager, swiftly resolving critical service issues and coordinating with cross-functional teams.
- Drive collaboration with technical teams, sales, logistics, and leadership to enhance service order execution.
- Champion interdepartmental process improvements, streamlining workflows and reducing service bottlenecks.
- Conduct data analysis to track key performance indicators, identify inefficiencies, and implement improvements.
- Lead initiatives to optimize service order management processes, enhancing accuracy, speed, and customer satisfaction.
- insights that enhance service delivery and customer experience.
- Act as a change agent, coaching and mentoring team members on best practices for managing operational shifts effectively.
- Partner with leadership to develop scalable and adaptable processes that support long-term business objectives.
- Foster a positive workplace culture, promoting collaboration, accountability, and a strong customer service mindset.
Our offer
Flexible working hour models
Training & continuing education
Privately owned company
Promoting innovation
Long-term & attractive work environment
Salary : $75,000 - $110,000
