Service Operations Design & Improvement Consultant

Job summary

This role focuses on enhancing service operations within a global technology company, specifically in the Aftermarket Services (AMS) team. The consultant will leverage 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.
• Proficient in working with data and KPIs, with familiarity in tools like Power BI, Excel, and exposure to ERP/CRM systems such as SAP or Salesforce.

Responsibilities

• Identify improvement opportunities across service flows, lead times, quality, and team routines using data and operational insights.
• Implement impactful enhancements in replacement, spare parts, and repair processes to reduce lead times and improve quality.
• Establish operating routines with regional leaders for effective problem-solving and reviews.
• Translate analyses into actionable recommendations and track outcomes with senior consultants.
• Collaborate with IT and automation teams to pilot solutions that enhance customer experience.
• Redesign AMS performance dashboards and KPIs to support 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, capable of building trust across teams and regions.
• Ability to translate insights into actionable priorities and measurable outcomes.
• Adaptability to different contexts while maintaining structure in problem-solving.

Education

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

Tools

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