Technical Service Operations Specialist – Iberia

Job Description

The Admin Operations Iberia is responsible for the administrative management of technical service operations across Iberia, ensuring efficient coordination of daily activities related to repairs, training, and deployments while capturing and analyzing relevant data to identify trends and improvement opportunities. The role promotes service products to customers, builds strong relationships, and develops a deep understanding of customer needs, while also managing service contracts through their generation, adaptation, and review in alignment with internal stakeholders. It ensures effective collaboration with internal and external teams, oversees spare parts management and inventory control, supports work order processes and dispute handling through systems such as ServiceMax or LOTS, and coordinates with warehouse, logistics, and field teams for the management of BD-owned instruments and spare parts.

Main responsibilities:

• Operational service management and coordination: planning and prioritising tasks, tracking KPIs/SLAs, and coordinating with the field team, Customer Support Manager, and internal stakeholders to ensure timely and effective execution.
• Stakeholder management and escalation handling: proactive communication with clients and internal stakeholders, managing incidents/disputes, and supporting decision-making through regular reporting and up-to-date documentation.
• Continuous improvement initiatives: identifying and implementing actions to enhance individual and team efficiency, proposing optimisation opportunities.
• Service portfolio promotion: strengthening client relationships and gaining a deep understanding of their needs to promote services effectively.
• Activity tracking and coordination: monitoring daily activities (repairs, training, deployments), including the creation, update, and closure of work orders in corporate tools, ensuring traceability and coordination.
• Data analysis and reporting: capturing and analysing relevant data (trends, improvement areas, risks, and opportunities) using corporate tools such as ServiceMax, LOTS, Qlik Sense, Power BI, or similar.
• Support to Customer Support Manager and technical team: contributing to departmental development through reporting, cross-functional coordination, and management/follow-up of external partners, ensuring alignment with scope, SLAs, quality, and compliance.
• End-to-end service contract management: creation, adaptation, and review of contracts, maintenance of active agreements, and management of opportunities in line with established processes and tools.
• Customer service and operational sales support: preparing, presenting, and negotiating proposals (phone/email) and occasional visits with CSL/FSE/sales teams, with a focus on key accounts and long-term relationships.
• End-to-end administrative and logistics support: managing spare parts and inventory (including annual audits), reviewing work orders and disputes, maintaining master data, handling packing slips/quotations, coordinating with warehouse/logistics/field teams, reconciling monthly revenue and accruals, managing forecasts, validating invoices, tracking third-party services, monitoring installed base and FSN/FSCA/EOL processes, and maintaining price lists.

About you:

• Knowledge of LOTS with over 2 years of experience
• ServiceMax experience (preferred)
• Fluent English, as the role reports at an international level
• Strong organisational skills and ability to work effectively within a team
• Experience in client-facing roles and direct customer interaction

Salary range for this role: 28000€ - 34000€