Service Delivery Specialist
hace 4 semanas
Job Title: Field Service Delivery Specialist
Description and Requirements
The Field Service Delivery Specialist will be responsible for ensuring seamless end-to-end services in Central America and the Caribbean, focusing on cost control and customer satisfaction. This role will interact with various cross-functional teams, including Contact Center, Logistics, Parts, Global Accounts, and Technical Support.
This position will also oversee authorized service centers, providing support to help them achieve their KPI targets in accordance with our contracts. The Field Service Delivery Specialist will have direct contact with key commercial customers, retailers, and end customers, providing accurate case tracking and visibility of backlog status.
Key Roles and Responsibilities
- Manage and develop authorized service centers.
- Identify opportunities to enhance the vendor network, improving warranty coverage, repair quality, and customer satisfaction.
- Work on metrics accomplishment and E2E performance efficiency, focusing on RRR, PPS, ECT, OSAT, NPRA, and other key performance indicators.
- Perform operative functions, including backlog monitoring, part return tracking, vendor labor payment, and executing internal/external trainings on service delivery processes.
- Follow up on special cases and set up internal/external meetings and customer visits.
- Monitor performance reports, communicate with internal and external customers, and share improvement initiatives.
- Perform other ad-hoc tasks required by the manager and Senior Leadership Team.
Requirements
- Bachelor's Degree in Electronics, Industrial, or System Engineering.
- Strong knowledge of services operations, with at least 3 years of experience in service roles.
- Good written and fluent spoken English.
- Ability to work well with people in other countries.
Additional Locations
- Colombia - Cundinamarca - BOGOTA DC
- Colombia
- Colombia - Cundinamarca
- Colombia - Cundinamarca - BOGOTA DC
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