Service Delivery Specialist

Job Description Summary

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