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Role Description
1 Purpose of This Document
This document defines the job purpose, scope, key responsibilities, competence requirements, educational requirements, and key contacts for the Service Specialist role in VIM China.
2 General
Job Title: Service Specialist
Business Area / Function / Team / Unit:
VIM China / Inside Sales Team / Order Management & Service Operations Support
Location:
China
Reporting Line:
Inside Sales Manager
Job Purpose and Scope:
The Service Specialist is responsible for supporting VIM China’s Order to Cash process, with a strong focus on daily service order management, Care Agreement management and renewals, calibration plan coordination, and backup support for sales orders, service orders, Care orders, Circular orders, and service contract-related orders.
This role is positioned as an operational and coordination role to ensure smooth order execution, accurate data management, timely renewal follow-up, and efficient cross-functional collaboration.
The role works closely with Inside Sales Engineers, Sales, Customers, Service Delivery, Service BD, Logistics, Finance, Operations, and other internal stakeholders to provide reliable operational support and improve end-to-end customer experience.
3 Roles and Responsibilities in Core Processes
Support the Order to Cash process for service-related and selected sales-related orders, including order entry, confirmation, delivery follow-up, billing readiness, invoicing support, and order closure. Ensure order data is accurate and follow up pending actions to enable timely and compliant order execution.
Manage daily service order Cases, activities, including order creation, coordination, status tracking, follow-up, and closure. Support repair, calibration, maintenance, and other service-related processes to ensure smooth service execution.
- Care Agreement and Renewal Management
Maintain Care Agreement information and support agreement setup, updates, tracking, and renewal preparation. Track upcoming renewals and coordinate with relevant teams to support timely renewal actions and order preparation.
- Calibration Plan Management
Maintain customer calibration plans based on installed base, service history, customer requirements, and Care Agreement coverage. Track upcoming, overdue, and recurring calibration needs and coordinate with relevant teams to align schedules and requirements.
- Backup for Other Sales/Service Order to Cash Related Tasks
Provide backup support for sales orders, service orders, Care orders, Circular orders, and other service contract-related order processes. Support order processing during peak workload, team absence, or transition periods to ensure business continuity.
- Cross-functional Coordination and Process Improvement
Acts as an operational coordination point between Inside Sales Engineers, Sales, Customers, Service Delivery, Service BD, Logistics, Finance, Operations, and other stakeholders. Support smooth handover from Leads to Quote to Order to Cash, improve data quality, and contribute to reporting, KPI follow-up, and process improvement.
4 Competence Requirements
Skills and Knowledge:
- Relevant experience in order management, customer care, service operations, sales support, contract management, renewal management, or similar operational roles.
- Hands-on experience in sales orders, service orders, service contracts, Care Agreement renewals, Circular orders, or calibration service coordination is preferred.
- Familiarity with CRM and ERP tools, such as SAP, Salesforce, CPQ, SAC, or similar systems, is preferred.
- Strong coordination skills and ability to work effectively with cross-functional stakeholders.
- Detail-oriented, structured, and reliable, with strong ownership of data accuracy, order quality, and timely follow-up.
- Good prioritization, time management, and problem-solving skills, with the ability to manage multiple tasks in parallel.
- Customer-oriented mindset, with clear understanding of the Customer Care role in VIM China.
- Good written communication skills in both Chinese and English. Daily communication in English spoken
- High level of integrity and ability to make decisions in line with Vaisala’s values.
- Willingness to learn Vaisala products, services, Care Agreement models, calibration processes, installed base management, and internal service processes
Educational Requirements:
- A bachelor’s degree or equivalent education is preferred.
- Relevant education in business administration, international trade, supply chain, customer service, engineering, or a related field is considered an advantage.
- Equivalent practical experience in order management, customer care, service operations, or contract management may also be considered
