Service Business Operations Lead – Global Services

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Lead, develop, and oversee the Service Business Operations team.

• Allocate responsibilities and manage daily tasks related to sales orders, invoicing, documentation, and order administration.

• Create standardized procedures, controls, and performance expectations.

• Monitor the accuracy of transactions, processing times, backlogs, and outstanding action items.

• Train, mentor, and assist team members.

• Identify process inefficiencies and implement enhancements for accuracy, efficiency, and scalability.

• Escalate and resolve issues related to order entry, billing, documentation, and systems.

• Supervise the creation, processing, maintenance, and closure of service sales orders within SAP.

• Review purchase orders, quotations, contracts, and scopes of work to ensure precise sales order entry.

• Confirm that pricing, quantities, service part numbers, billing terms, cost centers, and customer information are accurate.

• Coordinate the creation and maintenance of service materials and part numbers in SAP.

• Monitor open orders and execute necessary updates, corrections, and closures.

• Collaborate with Finance to issue accurate invoices in accordance with billing schedules.

• Verify customer acceptance forms, timesheets, service reports, and other invoicing documentation.

• Track pending, held, rejected, and overdue invoices, and facilitate discrepancy resolution.

• Support milestone, progress, recurring, time-and-material, and project-completion invoicing.

• Assist with revenue tracking, backlog reporting, forecasting, and month-end financial activities.

• Aid in accurate and timely service revenue recognition and reporting.

• Communicate with Service Sales Managers regarding quotes, purchase orders, sales orders, and invoicing.

• Collaborate with Project Management, Service Operations, Business Units, Business Groups, Sales, and Finance throughout the order-to-cash process.

• Provide updates on open orders, documentation, billing status, and operational risks.

⛳️ Requirements

• A minimum of five years of experience in business operations, sales operations, customer service operations, order management, or a similar role.

• Prior experience leading or supervising an operations, order management, or customer service team.

• Proven experience in creating and managing sales orders within SAP.

• Experience collaborating directly with Finance on invoicing, billing, revenue, and payment-related activities.

• Familiarity with supporting a sales organization in a technical service, field service, manufacturing, or project-based environment.

• Skills in team leadership and employee development.

• Proficiency in SAP sales order and transaction management.

• Knowledge of financial and invoicing processes.

• Strong attention to detail and accuracy in transactions.

• Effective cross-functional communication skills.

• Skills in process development and continuous improvement.

• Strong problem-solving abilities and escalation management skills.

• Capability to manage high transaction volumes and meet competing deadlines.

• Customer-focused and results-driven mentality.

• Ability to work extended periods at a desk utilizing a computer and telephone.

• Capability to work in confined spaces, distinguish colors, stand, bend, reach, climb, and lift up to 45 lbs.

• Willingness to travel domestically and internationally as needed.

• A Bachelor's degree in Business Administration, Finance, Accounting, Operations, Supply Chain, or a related field is preferred.

🏝️ Benefits

• Health coverage.

• Wellness resources.

• Retirement savings plan.

• Paid time off.

• Additional company-sponsored programs.

• Parental leave in accordance with applicable law.

• Incentive pay may be available under the applicable plan.