Summary of Roles
One way to get to know SME is by various business roles which are taks based upon job functions. In smaller organization individuals perform many roles while in larger organizations people tend to focus on a single role. Look through the roles closest to your job function to learn about the various aspects of SME for you.
Some of the roles include the following:
Manager Role: The manager or owner role focuses on overview the business to make sure everything is on track. To monitor the activities of the employees and processes is critical. Also, following up with customers for customer service or additional sales. This role also includes watching customer payment delays through aging reports.
Sales Person Role: the sales person role consists of entering and tracking leads, creating proposals, and converting proposals to orders.
Customer Service Role: This role consists of following up with customers to make sure customers are satisfied or delighted with the product and services provided.
Marketing Role: The marketing role within SME consists of tracking sales lead sources and progress, doing direct marketing campaigns, performing email campaign, and monitoring customer activity and satisfaction.
Receptionist Role: This role is to answer incoming calls and enter service orders.
Dispatcher Role or Dispatch Scheduler :The dispatcher is a critical role for service companies and use of SME. The dispatcher is in charge of scheduling the technicians and coordinating the next work order for the technicians.
Project Manager Role: Track projects from proposal to order to invoice.
Order Entry Role: Order Entry role consists of finding customers, entering new customers, entering new order, and tracking existing orders.
Field Technician Role: Field technicians perform the service and install orders at the customer site.
Technical Support: The technician support role is similar to the field technician role except that it is mostly doing work in house rather than in the field
Inventory Controller or Manager Role: This role is for anyone dealing with the management and control of inventory. A service organization needs to closely manage "People and Parts", so your role is to manages the parts which is critical in customer satisfaction (correct and timely delivery) and company cost control .
Purchasing Role: The purchasing role is for managing the purchasing of parts from vendors and services from subcontractors.
Accounting and Bookkeeping Role: The accounting or bookkeeping role consists of creating invoices, sending invoices out to customers, entering payments, tracking overdue accounts, and handling the accounting program.
Administration and Setup Role: Handles initial setup and ongoing maintenance of SME.
Subcontractor Coordinator or Manager Role: Subcontractor managers coordinate all jobs for subcontractors.