About us

What is like to work in UC colors? One thing is for sure, all 350+ of our colleagues would say the same: unique and unrepeatable. Professional and soft skill training, team-building, IT Fest, Balaton Circle on two wheels or two feet, kUCkó aka UC wellness centre, themed craft afternoons, charity painting. Be a part of this experience of a lifetime!

The client / the project

The Eastern Europe & IMI Service Delivery Specialist will oversee and optimize service operations within the indirect service channel, ensuring seamless spare parts validation, order fulfillment, billing, and customer support. This role is critical in strengthening EE & IMI Channel Partner Operations, actively identifying and resolving bottlenecks, addressing process inefficiencies, and educating partners on service protocols. The role requires strategic thinking, collaboration, and a proactive problem-solving approach to deliver superior service outcomes.

Responsibilities

• Oversee the validation of spare parts orders, ensuring compliance with entitlement, pricing, and availability requirements.
• Collaborate with internal teams to resolve order discrepancies and ensure smooth processing.
• Support corrective actions for ordering errors and manage data reconciliation across service platforms.
• Monitor order fulfilment, addressing availability and shipment delays by liaising with relevant teams.
• Provide guidance on special shipment requests and oversee return merchandise authorization (RMA) processes.
• Work with logistics and warehouse teams to ensure timely and efficient service execution.
• Act as a primary contact for customer partners experiencing system issues, ensuring timely issue resolution.
• Process service tools orders based on customer purchase orders and maintain accurate system entries.
• Support billing-related dispute resolution for spare parts, ensuring proper credit notes and financial adjustments via GLPROD, CPx.
• Oversee quarterly contract billing, ensuring timely and accurate invoicing.
• Follow up on pending technical cases, ensuring prompt resolution and alignment with customer expectations.
• Manage end-to-end FMI process (IP validation & follow up, FMI kit ordering)
• Monitor FMI execution with Channel Partners, ensuring safety FMIs are completed in time to avoid any patient impact.
• Actively work on building and strengthening EE & IMI Channel Partner Operations, driving efficiency and operational improvements.
• Analyse service metrics and trends to proactively identify areas for optimization.
• Identify and resolve process gaps and bottlenecks, ensuring seamless service execution and fulfilment.
• Educate Channel partners on service processes, ensuring compliance with best practices and operational standards.
• Collaborate with Channel partners to implement best practices for efficiency and customer satisfaction.

Technologies / Skills

• Bachelor's degree in a relevant field, with experience experience in service operations, order management, or customer support within an industrial or healthcare setting.
• Familiarity with CPx, Oracle, GLPROD, WF, GDDI, and other service management platforms, along with the ability to identify and address operational bottlenecks.
• Strong analytical skills, ability to resolve gaps, educate Channel partners, and implement best practices to improve service efficiency.
• Excellent written and verbal communication skills, with fluency in English, and the ability to influence and engage with local teams to resolve challenges. And other languages (Polish, Czech, Slovakia, Hungarian, Romanian) is an advantage.

Why join us

• Work in a small team with enthusiastic, motivated, experienced colleagues and cutting edge technologies
• Participate in relevant training and certification to acquire and maintain the knowledge to be effective
• Our mission and core values match your own and motivate you
• Great company environment that is serious about having fun in almost everything we do, including frequent team events and more
• Informal, entrepreneurial and flexible atmosphere where thinking out-of-the-box is highly encouraged