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Field Efficiency Strategist
2 weeks ago
The Technical Solutions Lead is responsible for driving the Services business forward in field and technical efficiency. This includes minimizing customer events at each site through constant analysis and field interventions to rectify ongoing challenges.
This role plays a crucial role in leading the technical support function for customers and field teams, ensuring urgent and effective corrective repairs while maintaining disciplined cost management.
Key Responsibilities:- Data and Insights: Support critical business decisions and daily management by performing analysis and generating insights with recommended actions to enhance service outcomes and delivery.
- Develop and communicate best practice comparisons between regions to encourage a standardized approach to field efficiency.
- Create data-driven business cases to ensure alignment and success around required optimizations, operational effectiveness growth, and third-party costs.
- Use reports to track results or identify improvement opportunities.
- Leverage the use of Business Intelligence tools, providing visibility to key business metrics, and guidance on areas for improvement.
- Customer Escalations Management: Handle complaints from a technical perspective to manage escalations effectively.
- Lead the analysis by customer on anomalies and maintenance strategies to reduce high parts usage, high downtime, and high field visits, including corrective repairs. Track and report progress and outcomes, providing updates to various forums.
- Productivity Projects: Drive and monitor productivity projects across the Services organization, including facilitating cost and productivity workouts to prevent/minimize failures, improve first-time fix rates, and reduce operational costs.
- Be the key point of contact for Productivity and Field Force effectiveness for the Service business with global support teams. Develop and maintain strong links to global engineering teams to leverage upstream support for local issues.
- Leverage the use of ServiceMax as the service delivery platform to reduce waste and improve field productivity.
- Training and Competence: Utilize key performance indicators (KPIs) to continuously develop the team and manage the training budget for improved system reliability in line with growth projections. This includes managing and executing field and customer training.
- Lead the analysis of labor utilization and material consumption, working with Operations Leaders to drive improvements in productivity.
- NPI & EOL Programs: Support management of NPI & EOL programs in partnership with Region Support Engineers and Modality Segment Lifecycle teams, leading projects and programs to prepare for new product introductions.
- Process Improvement: Lead project charters and initiative governance, perform daily management and leader standard work for all systems across the region, including proactive system sweeps.
- Connectivity: Ensure effective connectivity through proactive measures.
- People Leadership: Develop a team of technical experts with comprehensive support structures and succession planning.
- Safety: Collaborate with the Health, Safety, and Environment (HSE) leader to ensure the highest level of safety in daily operations while striving to improve overall safety standards.
- Be aware of and comply with the quality manual, quality management system, quality management policy, quality goals, and applicable laws and regulations as they apply to this job type/position.
- Complete all planned Quality and Compliance training within the defined deadlines.
- Maintain knowledge of and understand all applicable Global and Regional Privacy and Anti-Competition Policies and operate within them to ensure that no company policy or Local/ Int'l Law is broken.
- Maintain knowledge of and understand all applicable Environmental Health Policies (including but not limited to policies, etc.) and operate within them to ensure that no company policy or local / Int'l Law is broken.
- Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.
- Bachelor's degree or equivalent with 10 years' experience in technical, commercial, or operational leadership in the technical, healthcare, or business environment or equivalent.
- Minimum 5 years' experience leading multi-functional teams in a broad geographic area.
- Experience leading a highly specialized technical team across diverse geographies such as Australia and New Zealand.
- Strong leadership and stakeholder management skills, with the ability to inspire and drive change in a fast-paced environment.
- Minimum 5 years' experience in a complex, high-volume, and fast-paced customer service environment.
- Demonstrated record of driving transformation and operational excellence.
- Advanced proficiency in service CRM and asset maintenance planning tools, with experience in leveraging analytics for decision-making.
- Proven ability to resolve issues, conflicts, and competing priorities in high-pressure and stressful situations.
- Experience in process improvement, developing process models, and user/training documentation.
- High-level proficiency with Microsoft applications such as Excel, Word, and PowerPoint.
- Project management qualifications and/or experience.
- Experienced people leader, with a successful record of developing people and teams.
- Self-motivated, willingness to take the initiative to identify opportunities for improvement and take actions.
- Team-oriented with a customer satisfaction and employee experience mindset.
- Willingness to be flexible/adapt to changing work environments.
- Thrives in a fast-paced, dynamic business environment.
- Demonstrate behaviors including empathy, humility, integrity, and resilience.
- Excellent verbal and written communication skills in local language as well as good command of English.
- Ability to synthesize complex issues and communicate in simple messages.
