Systems Administrator（customer service）

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

Follows a variety of generally defined procedures under general guidance.  Handles multiple system-related inquiries and develops solutions for moderately complex issues within the Customer Service team, acting as the key single point of contact between CSR, customers, and IT. This role is embedded within the Customer Service team (not part of the IT team) and requires strong business process knowledge and close daily collaboration with CSR, rather than being a pure IT technical role.
Independently handles system management tasks with broader complexity, including user access management, ERP support, and technical issue escalation. Demonstrates greater knowledge of SAP systems, customer portals, and OTC business processes.
Participates in and may lead system-related project teams (e.g., system optimization, user testing). Works under limited supervision.
This position resides in Business Services Operations, embedded within the Customer Service team.

1. Follows a variety of generally defined procedures under general guidance within the Customer Service team, focusing on system management, user support, and IT collaboration, such as SAP system access management, customer portal support, user issue simulation, and technical problem escalation.  Works independently and output is occasionally reviewed while in progress.  The supervisor is consulted for assistance in complex problem areas.

2. Uses customer service and system management theories and practices to provide guidance and/or training to lower level co-workers within the same work group on moderately complex system-related duties, such as system operation, issue troubleshooting, and access management.

3. Handles a variety of system-related inquiries from CSR and customers, and develops solutions for moderately complex issues.  Solutions are often based on the review of prior practices and/or experiences in similar system scenarios.  Most complex problem solving may require the use of experience, analysis, and collaboration with IT teams to resolve.  Uses intermediate analytical skills to analyze system issue trends and provide feedback for optimization.

4.  Decisions or actions are based on more alternatives and greater adaptation to system and business circumstances, having a clear impact on the operational effectiveness of Customer Service operations, system stability, and team work efficiency.

5. Work tasks encompass concepts within system management and Customer Service discipline within one department/location.  Working tasks might include:
a. Manages user access and authorizations for two SAP systems and two customer portals (CHK and TW), ensuring compliance and proper system usage.
b. Handles system-related issues for CSR and customers, providing timely support and troubleshooting to minimize operational impact.
c. Performs user simulation tests for system functions and escalates complex technical issues to global IT or overseas teams, following up to ensure resolution.
d. Supports advanced SAP functions, including ATP, BOP, and allocation logic, assisting the team in maximizing system functionality.
e. Assists with bulk order processing and mass maintenance tasks together with the IT team, improving work efficiency.
f. Identifies patterns of system problems to improve service efficiency and customer satisfaction level.
g. Prepares moderately complex system support performance reports and suggests improvements to respective departments (e.g., IT, Customer Service).
h. Acts as the key single point of contact between CSR, customers, and IT, facilitating effective communication and collaboration.
i. Maintains a deep understanding of both CHK and TW system functionality (as they run on separate systems) and OTC business processes to provide targeted support.
j. Shares system-related guidelines and best practices with CSR team members to enhance overall system usage proficiency.
k. Serves as a subject matter expert for ongoing system transformation efforts and ERP optimization within the assigned area of responsibility.

6. Primary contacts are typically internal business partners (such as CSR team members, local and global IT teams, and other Customer Service stakeholders), and on a professional, supervisory, or co-worker level; may also interact with customers to address system-related inquiries.

7. Interaction is focused on system management, issue resolution, and exchanging factual information directly related to system operations and Customer Service processes, usually with explanation and discussion with an audience which is knowledgeable in the subject area.

8. Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with 3M’s values and ethical standards.

The job also requires performing other duties as assigned.  Percentages of time spent on job duties are estimates and may vary for each position.

Your Skills and Expertise 

A Bachelor level university/college degree is generally required. In addition, a minimum of 2-3 years relevant working experience (preferably in system management, customer service, or medical/OTC business related fields) is normally required.

Working knowledge of theories and practices, typically applied to system management and Customer Service disciplines, including SAP systems, customer portals, and OTC business processes.  Demonstrates substantial knowledge of system operations, user access management, and troubleshooting.  Possesses knowledge of assigned area of responsibility including system functionality and OTC market detail and continues to expand knowledge of general 3M structure, organization, and business.

Knowledge of technology such as customer portal, SAP systems (including ATP, BOP, allocation logic), and other corporate systems relevant to the assigned area of responsibility is normally required.  Generally requires the ability to communicate in written English.

Local Job Specific Or Legal Specific Requirements

This section is included to allow businesses/locations to add specific local requirements to the job description.  Information added to this section is not a determining factor for job grade and is not considered for job evaluation purposes.  Examples: reporting relationships, more specific job or education/experience requirements, signature lines, local legal requirements, etc.

This role is based in Shanghai and embedded within the GCA Customer Service team, responsible for supporting both CHK and TW systems. The structure is consistent with the previous 3M setup and has been validated by the local IT team.

Work location: Shanghai

• Hybrid

Travel: May include up to 10% domestic

Relocation Assistance: May be authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. 

   

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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