Service Delivery Specialist

About This Role

Job Description Summary

a dedicated and experienced Service Delivery Specialist to oversee all aspects of non-listed items (NLI) within our organization by managing NLI cases, ensuring exceptional customer satisfaction, optimizing productivity, driving cost efficiencies, and maintaining high-quality work standards from our suppliers. Additionally, this role involves active participation in Field Modification Instruction (FMI) process and providing support to NLI Field Engineers (FE) as required. The Vendor Management Specialist will play a pivotal role in enhancing our operational performance through data-driven insights and process improvements.Job Description

Key Responsibilities:

• NLI Case Management: Handle all NLI-related cases efficiently, effectively addressing customer inquiries, concerns, and issues related to non-listed items. Collaborate closely with internal teams and suppliers to provide timely resolutions while maintaining a high level of customer satisfaction.
• Customer Satisfaction: Continuously strive to improve customer satisfaction by minimizing downtime for NLI cases. Implement strategies to enhance communication, responsiveness, and overall customer experience.
• Productivity Optimization: Develop and implement initiatives to improve productivity in NLI case management, focusing on streamlining processes, reducing response times, and enhancing overall efficiency.
• Cost Efficiency: Identify opportunities for cost savings and efficiencies in NLI management processes. Collaborate with suppliers to negotiate favorable terms while ensuring the highest quality of work.
• Quality Assurance: Ensure that work performed by suppliers meets rigorous quality standards. Monitor and evaluate the quality of work delivered and implement corrective actions as necessary.
• Dashboard Development: Create and maintain a comprehensive performance dashboard to measure key metrics, track progress, and identify areas for improvement in NLI case management and related processes.
• Process Improvement: Continuously analyze NLI management workflows, identifying bottlenecks and areas for enhancement. Propose and implement process improvements to drive greater effectiveness and efficiency.
• FMI Process Support: Assist the team in managing the Field Modification Instruction (FMI) process, collaborating with internal stakeholders to accurately identify and source materials required in the field.
• NLI Field Engineer Support: Provide timely and expert support to NLI Field Engineers when faced with complex challenges or requirements in the field, contributing to effective problem-solving and ensuring seamless operations.
• Master Planning: Master planning and follow up of Preventive Maintenance (PM), Field Modification Instruction (FMI), Installation, Option & Upgrades (O&U), helium refill operations.

Qualifications and Skills:

• Bachelor’s degree in, Engineering, supply chain management, or a related field (or equivalent work experience).
• Proven experience in vendor management, procurement, or supply chain roles, with a focus on non-listed items.
• Strong negotiation and communication skills, with the ability to build and maintain productive relationships with suppliers and internal teams.
• Analytical mindset with the ability to leverage data to drive decision-making and process improvements.
• Proficiency in creating and utilizing performance dashboards and metrics to measure and enhance performance.
• Exceptional problem-solving abilities and the capacity to manage multiple tasks simultaneously.
• Familiarity with Field Modification Instruction (FMI) processes is a plus.
• Detail-oriented with a commitment to maintaining high-quality standards.
• Strong organizational skills and the ability to work effectively in a fast-paced, dynamic environment.
• Proficiency in relevant software applications (e.g., Microsoft Office Suite, data analysis tools).
• Willingness to adapt to changing priorities and business needs.

Preferred Qualifications:

• Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools
• Knowledge of ISO 13485 and CE Mark requirements

Additional Information

Relocation Assistance Provided: No