OverviewPosition Summary: Provides analytics and business intelligence insights to enable the North America Service & Support leadership team to make informed strategic decisions that drive revenue. The role will act as a consultant to Senior Leadership of Service & Support with a focus on reporting, analytics and fostering strong relationships with business partners (eg. Service, Sales, Finance, IT). They will be looked upon to perform ad-hoc analyses for the business, develop insights that drive actions, and to identify new areas for growth or improvement. This person will be a subject matter expert in this field and will help to lead this function.
ResponsibilitiesKey AccountabilitiesEssential Functions:- Proactively identifies trends, risks, and opportunities for the business that could impact Service & Support objectives, strategy and tactics.
- Presents insights to Service & Support leadership.
- Responsible for continuous improvement related to data reliability and responsiveness to requests from business.
- Articulates and concisely explains the strategic implications of complex data to key stakeholders using visualization tools such as MS Power BI to curate and display data from multiple sources.
- Develops reporting, dashboards and analysis that enable business decisions to drive revenue and profitability.
- Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Internal Networking/Key Relationships:- North America Commercial Operations
- Client Services
- Finance
- IT
QualificationsMinimum Knowledge & Experience for the position:Education:- Bachelor's degree in Business Administration, Finance, Business Analytics or related field required. Master's degree preferred.
Experience: - Minimum of 5-7 years of work experience in Sales Operations, Service Operations, Finance or Business Analysis function required. Experience in Medical Device/ IVD industry preferred
Additional Skills/Knowledge:- Expert skills with MS Excel required.
- Experience with data visualization tools such as MS Power BI or Tableau required.
- Strong computer skills, including Microsoft Office, databases, web-based applications, etc.
- Experience with CRM and ERP systems required.
- SAP experience preferred.
- Knowledge of service logistics, field service operations, and customer support systems preferred.
- Experience leveraging statistical analysis, business intelligence tools, and operational data to identify meaningful trends, uncover root causes, forecast future performance, and deliver actionable insights that drive strategic and operational decision-making.
- Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities:- Customer-first mindset.
- Excellent aptitude for working with large amounts of data and an eye for details.
- Highly focused, accurate and thorough in work.
- Ability to present data to end users in a digestible manner.
- Proven experience as a collaborative team player.
- Critical-thinking and problem-solving skills; ability to deal with ambiguity.
- Excellent verbal and written communications skills.
- Ability to work independently to organize and prioritize tasks.
- Able to thrive in a fast-paced, deadline-driven environment.
Travel Requirements:The annual base salary range for this role is currently $130,000 to $160,000 range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.
This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.
