Early Career Trainee - Service Delivery Specialist

Overview

This role involves overseeing all facets of non-listed items (NLI) operations within the organization, focusing on managing NLI cases to ensure excellent customer satisfaction, enhancing productivity, cutting costs, and upholding high quality standards from suppliers. The position also supports the Field Modification Instruction (FMI) processes and assists NLI Field Engineers (FEs) in the field. Through data-driven insights and continuous process improvement, the specialist helps boost operational efficiency and effectiveness.

Key Responsibilities

• Efficiently manage all NLI-related cases, addressing customer queries, concerns, and issues while collaborating with internal teams and suppliers to resolve cases promptly.
• Enhance customer satisfaction by minimizing downtime and improving communication and responsiveness related to NLI cases.
• Initiate and implement productivity improvements in NLI case management by streamlining workflows and shortening response times.
• Identify and realize cost saving opportunities during NLI management, including negotiations with suppliers to secure favorable terms without compromising quality.
• Monitor supplier work quality, ensuring adherence to strict standards and taking corrective actions when needed.
• Develop and maintain comprehensive dashboards to measure key performance indicators and track progress in NLI case handling and associated processes.
• Analyze existing processes to detect inefficiencies or bottlenecks and propose improvements to increase operational effectiveness.
• Provide support in FMI processes by coordinating with stakeholders to accurately determine and source materials for field use.
• Offer expert assistance to NLI Field Engineers to overcome complex challenges encountered during field operations.
• Master plan and follow up on Preventive Maintenance, Field Modification Instruction, Installation, Option & Upgrades, and helium refill activities.

Required Qualifications and Skills

• Bachelor’s degree in Engineering, Supply Chain Management, or related disciplines, or equivalent professional experience.
• Proven background in vendor management, procurement, or supply chain functions with emphasis on non-listed items.
• Strong negotiation and interpersonal communication skills to cultivate effective relationships with suppliers and internal stakeholders.
• Analytical abilities to leverage data for informed decision-making and process enhancement.
• Experience in building and utilizing performance dashboards to monitor operational metrics.
• Excellent problem-solving skills and multitasking capability.
• Exposure to Field Modification Instruction (FMI) processes is advantageous.
• Detail-focused with a dedication to upholding high quality standards.
• Strong organizational skills and adeptness at working within fast-paced, dynamic environments.
• Proficiency with Microsoft Office and relevant data analysis tools.
• Flexibility to adapt to changing priorities and requirements in a business context.

Preferred Qualifications

• Certification or familiarity with Six Sigma methodologies (Green Belt or Black Belt).
• Knowledge of ISO 13485 standards and CE Marking requirements.

Additional Information

Relocation assistance is not provided for this position.