Associate I, Field Service Operations

Summary points:

• Technical Service India Analyst Support Role
• India Service Finance Analyst
• Service PL closing - Cost and billings.
• India market event organizer
• Global proposing and recovery of DOA
• Service Budget planning support.
• Service Strategic plan support.
• India team administrative support
• Market Training plan and record maintaining

Position Purpose:

Service Effectiveness Analytics work is focused on developing, implementing, and monitoring compliance with service revenue processes and improving GM.

• Service Monthly PL review and closure with market and India BPA.
• Monthly service revenue closing with FRAs.
• Selecting, managing, and training on Service Sales and Finance-related systems and databases (e.g., ServiceMax systems, SAP, BI, etc.).
• Analyzing FinD reports (e.g., service activities, opportunity pipeline, average days to close, characteristics of wins vs. losses, etc.) to identify areas for service process improvement.
• Identify gaps and proactively communicate with global system support groups to improve performance after analysis of data and trends.
• Periodically engage selected managers/field team members to understand field challenges and needs and provide feedback to global for system enhancement.
• Event planning for local and international meetings and administrative support to India team.
• Supporting the building of templates for service budget and service strategic plans.
• Leading the India service event planning and management.
• Working independently with end-users to assess data integrity and dashboard accuracy, defining, and recommending changes to management for better performance.

Role and Responsibilities:

• Perform all work in compliance with company policy and within the guidelines of Alcon Services.
• Enforce globally approved processes in India and recommend/drives adaptation to local processes.
• Develop processes and work instructions to support application users.
• Evaluate and troubleshoot any inconsistencies in revenue reporting in FinD to improve outcomes.
• Responsible for the analysis and bringing forth India metrics, business modeling, and reporting to support systems design decisions.
• Assist in the administration, implementation, and/or revision of programs that will benefit cost management like inventory spare parts management/unapplied labor.
• Ensure all the markets follow global guidance on contract pricing and labor rate calculations.
• Ensure and standardize conformity in India on:
  • Appropriate reporting of issues in Ticket Systems

  • Summary points:

  • Technical Service India Analyst Support Role
  • India Service Finance Analyst
  • Service PL closing - Cost and billings.
  • India market event organizer
  • Global proposing and recovery of DOA
  • Service Budget planning support.
  • Service Strategic plan support.
  • India team administrative support
  • Market Training plan and record maintaining

  • Position Purpose:

    Service Effectiveness Analytics work is focused on developing, implementing, and monitoring compliance with service revenue processes and improving GM.

  • Service Monthly PL review and closure with market and India BPA.
  • Monthly service revenue closing with FRAs.
  • Selecting, managing, and training on Service Sales and Finance-related systems and databases (e.g., ServiceMax systems, SAP, BI, etc.).
  • Analyzing FinD reports (e.g., service activities, opportunity pipeline, average days to close, characteristics of wins vs. losses, etc.) to identify areas for service process improvement.
  • Identify gaps and proactively communicate with global system support groups to improve performance after analysis of data and trends.
  • Periodically engage selected managers/field team members to understand field challenges and needs and provide feedback to global for system enhancement.
  • Event planning for local and international meetings and administrative support to India team.
  • Supporting the building of templates for service budget and service strategic plans.
  • Leading the India service event planning and management.
  • Working independently with end-users to assess data integrity and dashboard accuracy, defining, and recommending changes to management for better performance.

  • Role and Responsibilities:

  • Perform all work in compliance with company policy and within the guidelines of Alcon Services.
  • Enforce globally approved processes in India and recommend/drives adaptation to local processes.
  • Develop processes and work instructions to support application users.
  • Evaluate and troubleshoot any inconsistencies in revenue reporting in FinD to improve outcomes.
  • Responsible for the analysis and bringing forth India metrics, business modeling, and reporting to support systems design decisions.
  • Assist in the administration, implementation, and/or revision of programs that will benefit cost management like inventory spare parts management/unapplied labor.
  • Ensure all the markets follow global guidance on contract pricing and labor rate calculations.
  • Ensure and standardize conformity in India on:
    • Appropriate reporting of issues in Ticket Systems
    • Maintaining the Equipment Master in the CRM (ServiceMax), SOFS, and IRIS (SAP) system
    • End-to-End Service Opportunity automation - CPQ/ServiceMax integration
    • Order and shipment of equipment spare parts debit and credit functions
    • Management of complaint-related return parts, tracking, and shipping
    • Creation of Technical Service-related 3rd party orders and support on 3rd payments
  • Lead India process improvement events and projects related to systems.
  • Support the India Head/India team with administrative requirements.
  • Assist when needed for customer support organization with additional responsibilities such as tracking, trending, and creating reports or documenting procedures, as needed.
  • Maintaining the Equipment Master in the CRM (ServiceMax), SOFS, and IRIS (SAP) system
  • End-to-End Service Opportunity automation - CPQ/ServiceMax integration
  • Order and shipment of equipment spare parts debit and credit functions
  • Management of complaint-related return parts, tracking, and shipping
  • Creation of Technical Service-related 3rd party orders and support on 3rd payments
• Lead India process improvement events and projects related to systems.
• Support the India Head/India team with administrative requirements.
• Assist when needed for customer support organization with additional responsibilities such as tracking, trending, and creating reports or documenting procedures, as needed.

Additional Accountabilities:

• Assigned projects.
• Creates new concepts and serves as a mentor in the area of expertise.

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