Operations Excellence Specialist

About the role

As the Service Operations Excellence Specialist, you will support the growth, profitability, and operational effectiveness of the Service organization by driving high-quality customer service, process consistency, and continuous improvement across all service centers. Reporting to the National Operations Manager, you will support service and parts administrative programs, optimize service center performance, and ensure operational KPIs are achieved, including improved efficiency, equipment readiness, timely parts coordination, work-in-progress management, and zero service variance. Through effective reporting, training, process standardization, and system utilization, you will enhance operational visibility, customer satisfaction, and overall service performance while supporting the continued growth of the Parts, Tools, and Services (PTS) business.

Responsibilities

• Monitor service center performance, KPIs, and operational metrics to improve efficiency, profitability, and customer satisfaction.
• Support service center teams through reporting, data analysis, and continuous improvement initiatives.
• Lead onboarding, training, and system adoption efforts to promote standardized processes and best practices across all locations.
• Serve as a Business Key User (BKU), supporting SAP enhancements, system releases, performance metrics, and the sharing of best practices.
• Drive process optimization, digitalization, and automation initiatives to improve operational effectiveness and resource utilization.
• Maintain service administration programs, including customer master data, warranty processes, work-in-progress management, and service planning support.
• Provide backup administrative and planning support for Service Centers and help reduce the administrative burden on local leadership.
• Conduct periodic site visits to assess service operations, identify improvement opportunities, and support process and system adoption.
• Ensure compliance with company policies, business practices, and operational standards.
• Support the growth of the Parts, Tools, and Services (PTS) business through improved operational performance and customer experience.
• Represent the company in a professional, customer-focused manner and perform other duties as assigned.

Requirements

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• An associate’s degree in Business Administration, Supply Chain, and/or Data Analysis or an equivalent combination of education and experience is required.
• Minimum of 3-5 years of experience in progressive service support roles.
• Self-directed team player with a positive attitude, capable of motivating others without direct authority, and service-oriented.
• Flexibility to learn new tasks and support organizational requirements that may not be predefined.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Experience in Power BI or strong willingness to learn.
• Ability to analyze complex data sets and make recommendations.

Benefits

• Competitive wages.
• World-class benefits package including medical, dental, and vision insurance.
• Company-paid life, short and long-term disability insurance.
• Generous paid time off.
• 401(k) matching and automatic company contribution.

Schedule

This role offers a hybrid working arrangement, allowing you to split your time between working remotely 1 day and being on-site 4 days at our office in Baytown, TX or Rock Hill, SC.

Extensive travel is required (up to 70%).