The Hiller Companies, LLC has an immediate opening for a
Process Improvement Specialist.Job Summary: The Process Improvement Specialist will lead initiatives to optimize operational efficiency through data-driven solutions that enhance service delivery and customer satisfaction. They will serve as a liaison between corporate initiatives and field operations, collaborating with branch leadership to ensure practical and effective implementation across the service organization.
Pay Range: $79,000 - $111,000. The posted salary range reflects the anticipated hiring range for this position at the time of posting and is provided in accordance with applicable pay transparency laws. Actual starting pay will be determined based on job-related factors, including the candidate's qualifications, experience, skills, education, internal equity, geographic location (where applicable), and market considerations. Not all candidates will be hired at the top of the posted range. The posted range reflects base salary only and does not include any applicable bonuses, commissions, overtime, or the value of employee benefits. Eligible employees may participate in the Company's benefit programs, subject to the terms and eligibility requirements of each plan.
Work Location/Travel- This role is US-based and fully remote with 40-60% domestic travel required
- It is a plus for the candidate to be located in proximity to a Hiller office location, but we will also consider fully remote US-based candidates.
Key Responsibilities: - Lead process improvement activities across multiple locations within our lead to cash processes.
- Partner with branch leadership to understand local market needs, challenges, and operational constraints, to develop and implement best practice operational models across service organization
- Collaborate with service managers and their teams to enhance scheduling systems and reduce response times for emergency repairs
- Analyze current service workflows and procedures across inspection, maintenance, testing, and repair operations to identify bottlenecks/opportunities and deliver improvement results.
- Develop, document, and implement standardized procedures to enhance technician productivity and service quality, utilizing best in class service procedures, ensuring consistency and compliance with NFPA standards
- Create standardized workflows for common service procedures across service divisions
- Create and maintain KPIs for service delivery, including but not limited to technician productivity, inventory turnover, revenue per service hour, first-time completion rates, callbacks, customer satisfaction, etc.
- Design and implement resource optimization strategies to improve technician utilization and route efficiency, utilizing GPS tracking and historical service data
- Design, lead, and deliver effective training programs for service coordinators and technicians on new processes and procedures
- Lead continuous improvement initiatives using Lean/Six Sigma methodologies to reduce waste and increase operational efficiency across our branch network.
- Lead our change management processes which enable successful changes, improves our communication, and delivers stakeholder buy-in and engagement.
- Establish quality control measures for inspection and testing documentation to ensure accuracy and completeness
- Work with Hiller's Business Application teams to optimize mobile technology usage for field technicians and improve real-time data collection, reducing paperwork and improving data accuracy
- Work with other cross-functional teams to ensure process changes align with business objectives
- Train employees including new acquisitions on best practices, system application, & Hiller's SOP where required.
- Other duties as assigned by management.
What We Are Looking For:- Bachelor's degree in Industrial Engineering, Operations Management, or related field; equivalent professional experience may be substituted for education requirement
- 5+ years of experience in process improvement, preferably within technical field service operations
- Prior exposure to the Fire, Life & Safety Industry, or relatable field, is a plus
- Lean Six Sigma Green Belt certification, Process improvement projects with documented sustained results, or Experience with multiple problem solving methodologies with multiple project references. ( 8 Step/10 step process improvement, DMAIC, PDCA experience.)
- Proven experience with service management platforms (Service Trade, Building Reports, Field Edge, Etc.)
- Ability to effectively communicate with all levels of branch personnel, with the capacity to influence without direct authority
- Experience working with distributed branch & field operations
- Demonstrated success in multi-site process improvement initiatives
- Ability to build consensus across diverse branch teams
- Experience in change management and delivering sustainable change in a fast paced environment
Most employee benefits start from the first day of employment, including:- Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
- Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
- Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
- Career advancement potential within a growing company.
