Service Operations Design & Improvement Consultant

Job summary

This role focuses on enhancing service operations within a global technology organization, specifically in the Aftermarket Services (AMS) team. The position involves leveraging data and structured problem-solving to drive improvements in service performance and customer experience.

Qualifications

• Higher education in business, industrial engineering, operations, consulting, or supply chain, or equivalent experience.
• Experience in service operations, aftermarket, back-office operations, or operational improvement consulting.
• Proficiency in working with data and KPIs, with familiarity in tools like Power BI, Excel, and process mapping; knowledge of ERP/CRM systems such as SAP or Salesforce is advantageous.

Responsibilities

• Identify improvement opportunities across service flows, lead times, quality, and team routines using data and operational insights.
• Implement impactful changes to reduce lead times and enhance quality in replacement, spares, and repair processes.
• Collaborate with regional leaders to establish effective operating routines and problem-solving practices.
• Translate analytical findings into actionable recommendations and track their implementation.
• Partner with IT and automation teams to develop solutions that minimize manual tasks and improve customer interactions.
• Redesign AMS performance dashboards and KPIs to facilitate informed decision-making.
• Assist operational managers in utilizing metrics and dashboards to guide their teams.
• Ensure effective communication and documentation of changes within daily operations.

Skills

• Strong communication and facilitation skills, with the ability to build trust across various teams and levels.
• Capability to convert data insights into clear priorities and measurable outcomes.
• Adaptability in structuring processes according to different contexts.

Education

• Higher education in relevant fields such as business, engineering, or operations.

Tools

• Proficiency in data analysis tools (e.g., Power BI, Excel) and familiarity with ERP/CRM systems (e.g., SAP, Salesforce).