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Service Operations Analyst 1
5200 Illumina Way San Diego, CA 92122 US
Job Description
Target Pay Rate: 25-31/hr **salary will be commensurate with experience
Job Description:
AMR Revenue Operations team is looking for a Service Operations Analyst to execute operational support within the Service workstreams. The primary goal of this developing individual will be to provide business partner support for the AMR Service and Support team through standardized operations, analytical insights, administration, and coordinated execution. This position will participate in collaborative initiatives with internal business partners across the Commercial Organization as well as our Frontline team consisting of Field Service Engineers, Field Application Scientists, and Technical Support. This role will be part of a team that up-levels the end-user experience and increases the productivity of teams through effective strategies, processes, and systems.
This candidate should have developing technical and commercial skills and a desire to execute and support the Service team. An ideal candidate should be able to follow instructions and possess a curiosity to continuously learn. We work at a very rapid pace where it’s important to have strong time-management skills, attention to detail, the ability to work under pressure, and above all flexibility.
Responsibilities:
- Build relationships and serve as a business partner to both the Global Service Operations and the AMR Service and Support teams
- Lead initiatives with the Service and Support team to ensure data is clean and accurate
- Prepare analyses to help identify and communicate key trends and drivers of the business
- Represent the Voice of the Field (VoF) to define, prioritize, and implement process improvements that improve the employee experience
- Analyze Voice of Customer (VoC) survey data to identify trends and key drivers of the customer experience
- Handle high priority and time sensitive elevations from Field Service Engineers, including identifying the proper Field personnel to dispatch to customer site
- Effectively and concisely communicate complex topics at an Executive level
- Ability to prioritize workload and manage multiple workflows simultaneously
- Perform other duties as requested
- Bachelor’s Degree required, MS in Science/Engineering or Business preferred
- Minimum 1 year experience working with Salesforce and ServiceMax preferred
- Minimum 1 year experience working with a Service Organization preferred
- Excellent communication skills with experience presenting to management
- Proficient in PowerPoint, Excel, Word, and Tableau
Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
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