Job Description Summary

Service Delivery Specialist is responsible for driving service delivery, execution, dispatching and master planning processes to ensure customer satisfaction, problem resolution and operation excellence across Turkey

Job Description

Roles and Responsibilities

Key responsibilities/essential functions include:

• Ensuring ongoing customer satisfaction by efficient planning of field operations and timely resolution of customer issues
• Driving operational excellence on the service delivery processes under responsibility
• Dispatching field team members to the corrective service requests with most efficient and smart planning option, considering engineering proficiency and geographical circumstances.
• Master planning and follow up of Preventive Maintenance (PM), Field Modification Instruction (FMI), Installation, Option & Upgrades (O&U), helium refill operations
• Monitoring and closely following up down systems and hot issues until resolution and customer satisfaction
• Driving data analysis and business case development for key projects
• Developing productivity initiatives/projects to reduce cost, improve efficiency, eliminate manual work and increase speed of service
• Achieving Key Performance Indicators (KPIs) and ensuring compliance with Standard Operating Procedures (SOP’s) on a daily basis

Required Qualifications

• Bachelor’s Degree
• Experience or familiarity with process management and/or continuous improvement
• Strong analytical and quantitative skills
• Experience on statistical and/or data management tools
• Proven ability to meet deadlines in a fast-paced changing environment
• Excellent planning, prioritization and organizational skills
• Excellent interpersonal and verbal & written communication skills
• Demonstrated collaboration, negotiation and conflict resolution skills
• Analytical, problem solving & root-cause analysis skills

Desired Characteristics

• Process Management
• Customer Service
• Communication skills
• Negotiation skills
• Planning skills

Additional Information

Relocation Assistance Provided: No

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