A Technical Excellence Leader Opportunity

Job Title: Technical Excellence Leader

The role of Technical Excellence Leader is a critical position within the organization, responsible for driving field and technical efficiency in services. This involves minimizing customer events at each site through constant analysis and field interventions to rectify ongoing challenges.

• 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 transformation, and growth initiatives.
  • Use reports to track results or identify improvement opportunities and leverage tools like Power BI for visibility into key business metrics.
  • Leverage the use of data analytics to provide guidance on areas for improvement.
• Customer Escalations Management: Handle CSOs, SIT, and other tools from a technical perspective to manage escalations effectively.
  • Lead the analysis by customer on CTS outliers 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: Lead and monitor productivity projects across the Services organization, including facilitating cost and productivity workouts to prevent/minimize failures, improve Fix Right First-Time rates, and reduce costs associated with serving customers.
  • Be the key point of contact for Productivity and Field Force effectiveness for the Service business with global support teams.
  • Leverage the use of ServiceMax as the service delivery platform to reduce waste and improve field productivity.
• Training and Competence: Utilize key data points (e.g., FRFT, FCR, Parts/Case/Accuracy) to continuously develop the team and manage the training budget for improved system reliability in line with growth projections.
  • Lead the analysis of Field Engineering labor utilization and material consumption, working with Field 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 all new products.
  • Process Improvement: Lead project charters and initiative governance, perform daily management and leader standard work for all systems across the organization, including proactive system sweeps.
  • Power and Grounding: Lead a team of P&G owners for proactive management and PQube rollout.
  • 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 EHS leader to ensure the highest level of safety in daily operations while striving to improve overall safety standards.

Required Qualifications and Skills:

• Bachelor's degree or equivalent with 10 years of Technical, Commercial or Operational Leadership experience in the technical, healthcare or business environment.
• 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 of 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 AI and data 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 of proficiency with Microsoft applications such as Excel, Word, and PowerPoint.
• Project management qualifications and/or experience.

Desired Characteristics:

• 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 action.
• Team-oriented with a customer satisfaction and employee experience mindset.
• Willingness to be flexible/adapt to changing work environments.
• Thrive 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.