Field Service Delivery Specialist
hace 5 días
Job Summary
The Service Delivery Specialist will be responsible for overseeing the entire service delivery process in Central America and the Caribbean, focusing on cost control and customer satisfaction. This role will interact with various cross-functional teams within the Services department, including Contact Center, Logistics, Parts, Global Accounts, and Technical Support.
Key Responsibilities
- Manage and develop authorized service centers to ensure they meet their Key Performance Indicators (KPIs) targets.
- Identify opportunities to enhance the vendor network, improve warranty coverage, repair quality, and maximize customer satisfaction.
- Work on achieving metrics and improving End-to-End performance efficiency, including RRR, PPS, ECT, OSAT, NPRA, and others.
- Perform operational tasks such as backlog monitoring, part return tracking, vendor labor payment, and executing internal and external trainings on service delivery processes.
- Follow up on special cases and set up internal and external meetings and customer visits.
- Collaborate with internal and external customers, monitor performance reports, and communicate improvement initiatives.
- Perform other ad-hoc tasks as 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.
- Excellent written and spoken English skills.
- Ability to work effectively with people in other countries.
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