Reports To - Head of Service Data & Information

Description -

The Installed Base Service Specialist is responsible for ensuring that Service has the necessary Product and Customer information to operate effectively. This role focuses on the Product Configuration, ensuring that both the technical setup from a parts perspective and the available configurations and options are well understood and accessible. The specialist will collaborate closely with Product Management and IT to ensure that digital solutions in M3 (ERP) and Salesforce effectively capture and manage this information.

The ideal candidate will have a strong technical background, experience with product configuration management, and a deep understanding of how service operations depend on accurate installed base data.

Responsibilities -

Installed Base & Product Configuration Management:

• Own and maintain the installed base data process for effective service operations.
• Ensure accurate representation of product configurations, parts structures, and available options within service systems.
• Collaborate with Product Management to ensure that service teams have visibility into product changes and upgrades.

Collaboration with IT & Digital Solutions:

• Work with IT teams to ensure M3 (ERP) and Salesforce capture and display installed base information correctly.
• Define data requirements and enhancements needed for service-related product information within digital platforms.
• Support projects aimed at improving data accessibility and accuracy across systems.

Service Enablement & Process Improvement:

• Provide guidance and training to service teams on how to access and interpret installed base data.
• Identify gaps and inefficiencies in current product configuration data, driving improvements in data governance.
• Support the development of best practices and processes for managing installed base data within Service.

Relevant Knowledge, Skills, and competencies -

· 5+ years of experience in service operations, product configuration, or technical data management.

· Strong understanding of product structure, parts management, and configuration management (experience of working with ISO 55000, ISO 27001 & IEC 62304).

· Experience working with ERP (M3 preferred) and CRM (Salesforce preferred) systems.

· Ability to work cross-functionally with Product Management, IT, and Service teams.

· Strong analytical skills, with experience in data governance and process improvement.

· Excellent communication and stakeholder management skills.

Preferred Qualifications:

· Experience in medical devices, healthcare technology, or complex industrial equipment.

· Knowledge of data modeling, master data management, configuration management, or business intelligence tools.

· Certifications in ERP, CRM, or IT Service Management are a plus.