Control Tower Operation Specialist (OM)

## Join our Team

About this role

The Service Area Repair (SAR) is part of Global Services Operations in Business Unit Global Services and is globally responsible for delivering hardware-related services across multiple business areas. SAR focuses on customer contract SLA/WLA fulfillment while optimizing end-to-end delivery and maximizing return on capital employed for service delivery.

As a Supply Chain Control Tower Operations Specialist – Order Management, you will oversee and manage the end-to-end order lifecycle within a centralized control tower environment. You will ensure full visibility of customer orders from placement to delivery, proactively identify risks, resolve exceptions, and coordinate across internal teams, suppliers, logistics partners, and customers to secure on-time and accurate order fulfillment.

What you will do

• Manage and monitor end-to-end customer orders from creation to final delivery, ensuring accurate entry, validation and processing in ERP/SAP systems.
• Operate the supply chain control tower to maintain real-time visibility of order flows, monitor KPIs (SLA/WLA, automation rate), identify risks and drive issue resolution.
• Create, manage and track Purchase Orders (POs) and Sales Orders (SOs) in SAP, coordinate goods receipt and invoice verification, and secure alignment between purchase orders, goods receipts and delivery confirmations.
• Detect and resolve order exceptions (delays, mismatches, shortages) by coordinating with warehouses, repair centers, planners and logistics partners, performing root cause analysis and implementing corrective actions.
• Leverage AI and automation tools to enhance monitoring, reporting and digitalization of order management workflows.
• Act as the primary operational point of contact for internal and external stakeholders, providing regular reporting on order performance and contributing to continuous improvement and SOP updates.

You will bring

• Bachelor’s degree in engineering or a related supply chain discipline.
• fluent English (oral and written),
• Good experience in supply chain, order management, shared services or control tower operations, ideally within telecom or reverse logistics (RMA), with understanding of SAR HWS operations, processes and financials.
• Strong hands-on experience with SAP order operations (POs, SOs, GR, open PO reports, delivery schedules) and familiarity with AI and automation to enhance performance and digitalization.
• Proven experience working with international customers and cross-functional global teams, including interaction with senior and executive management.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities under time pressure.
• Proactive mindset with a continuous improvement attitude.
• Team player with strong cross-functional collaboration skills.
• Customer-focused with professional communication skills.
• Analytical and statistical skills.
• Professional supply chain certifications such as APICS CSCP or CPIM are considered a strong plus.

Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Mexico (MX) || Mexico City

Req ID: 787743