Post by ncwebcenter on Jan 3, 2009 21:37:56 GMT -5
Title: Specialist, Planning & Development
Location: CA - Sacramento
Work Shift: First
Job ID: bbh-00000170
Description:
The Planning and Development Specialist will maintain customer satisfaction at a strategic customer location by analyzing business practices to improve both customer operational effectiveness and BBH service performance.
The Specialist is responsible for process improvement, measurement, data-driven performance enhancement, reporting, documentation, coaching, strategic planning, and infrastructure support involving all BÖWE BELL + HOWELL products in a twenty-four (24) hour per day / seven (7) day per week environment.
The Specialist enhances effectiveness and productivity of the service region by coordinating all activities connected with assigned projects for new and/or existing products and solutions for both internal and customer related projects. Represents Project Team in meetings; monitors and reports on progress of tasks; coordinates team meetings for communication of project information; and provides data in reports, forms and other methods to ensure effective distribution of information to all necessary parties. Assures open communications, internal and external, by interfacing with customers and vendors as required to ensure satisfactory completion of program goals and objectives.
DUTIES AND RESPONSIBILITIES
* Service Process Improvement:
* Defines, measures, analyzes, improves and controls local service processes.
* Minimizes customer downtime by driving improvements in service delivery relating to troubleshooting and repairing complex document processing equipment.
* Improves service processes by measuring and driving actions relating to regular preventive maintenance inspections; routine machine service; installation of new equipment; product performance; and equipment upgrades.
Measurement:
* Designs/develops metrics for tracking and analyzing improvements and efficiencies.
* Improves service effectiveness by ensuring design and development of internal service metrics and customer operational metrics.
* Establishes routine audits; designs, oversees development, and analyzes results.
Data-Driven Performance Enhancement:
* Assures performance improvements through data-driven actions.
* Facilitates consistency and alignment with Service strategic objectives by creating processes, developing and refining service practices, and facilitating behavioral process changes.
* Works closely with assigned local service team to ensure successful execution of service standards and compliance with processes such as SDA data reporting, OMS reporting of engineering and parts issues; and escalations to national Technical Support.
* Implements corrective measures by mapping processes, developing procedures, and following up on improvement activities with process owners. Facilitates, influences, and coordinates actions by managers and associates; reviews, evaluates progress and analyzes impact to the business.
Reporting:
* Provides for consistent reporting on delivery of service performance.
* Creates narrative and graphical displays of customer operational metrics and service performance metrics.
* Develops reports; ensures data integrity; communicates project activity for field and home office departments.
* In cooperation with the District Service Manager, represents BÖWE BELL + HOWELL in customer operational review meetings.
* Communicates regularly with customer and BBH leadership regarding process improvements.
Documentation:
* Documents all processes and procedures, including:
* Documents and analyzes parts usage and inventory reports to ensure adequate parts for maximum customer uptime.
* Documents and measures customer service calls and preventative maintenance schedules to ensure efficient service.
Coaching:
* Provides guidance and coaching to local service team.
* Provides technical analytical support to less experienced customer service engineers to assure process consistency and data integrity.
* Acts as consultant and advisor to service management and associates for the implementation of new procedures. Provides statistical analysis assistance to local technicians and management as required.
* Designs and provides training and educational tools. Designs and develops measurement processes which may include associate skills assessment and service standards compliance. Conducts surveys, analyzes and summarizes results, and highlights opportunities for improvement.
Strategic Goal Alignment:
* Manages SIS enhancements based on strategic goals.
Infrastructure Support:
* Ensures service support infrastructure is in place for seamless integration of new business processes and tools.
Project Coordination:
* Provides support for activities on Projects, including but not limited to development and maintenance of project schedule; resource planning and coordination; and compilation, maintenance, and distribution of open issue reports.
Project Team Leadership:
* Represents Project Team in customer project meetings and internal project meetings, maintains project schedules, identifies and escalates scheduling issues.
* Interacts with the appropriate Site, Manufacturing, Engineering
and Customer personnel to ensure completeness of tasks and issues. Communicates and distributes task/issue information to all affected individuals. Tracks and drives completion of tasks/issues and alerts/escalates potential failures/issues to appropriate management personnel; makes recommendations as appropriate.
* Coordinates team/customer meetings to ensure clear communication of project status.
* Supervises project acceptance and test activities, ensuring project schedule is followed and adhered to; identifies issues and escalates potential failures/issues to appropriate management personnel; makes recommendations as appropriate.
* Acts as point-of-contact for Project Team and Customers for cross-functional teams created to support product development, acceptance testing and installations.
* Manages project data, ensuring accurate data capture and reporting.
* Develops/supports implementation of a time tracking system for project.
* Ensures customer satisfaction through periodic customer calls, customer surveys, problem identification and resolution management.
* Composes and/or edits internal and external correspondence, reports, presentations, spreadsheets, charts/graphs, drawings using MS Word, PowerPoint, Excel, Project, CAD software. This includes outside vendor and customer correspondence and confidential materials.
* Assists Project Team with obtaining necessary information, forms and contacts for each project.
* Disseminates information to all applicable personnel, as well as customers, for alerts, new product/project information and shipments of hardware and software.
District Service Management Support:
* Drives data collection from both internal and external sources used in developing status reports for assigned project or product, and communicates information to the project team and DSM.
* Assists DSM with identification of resources available for projects.
Maintains and keeps DSM apprised of project status.
* Assists the DSM in identifying training needs of the project development and implementation teams.
* Works closely with internal and external resources to ensure that class schedules, enrollment and prioritization are synchronized to meet the needs of established program schedule.
* Identifies process deficiencies and opportunities for new processes, and shares recommendations with DSM.
* Implements changes as directed by management.
Additional Duties:
* Fosters positive customer relations and a high degree of customer satisfaction by communicating effectively with customers; responding to complaints/inquiries in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner.
* Acts as a liaison between the customer and other departments / functions of the company.
* Maintains technical and professional knowledge by attending educational workshops, reviewing professional publications, and participating in professional societies.
* Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
* Assists technical staff by answering general questions from internal and external customers.
* Provides seven (7) day/week twenty-four (24) hour/day availability for emergency customer assistance by carrying a pager or other electronic device; responds to emergency and non-scheduled calls for service within established response time goals.
This job is primarily located in Sacramento however travel will be required to our customer sites in Houston, TX and Alpharetta, GA.
Experience:
EDUCATION, EXPERIENCE, AND KNOWLEDGE
* Bachelor's Degree in Industrial Engineering or related field with 6 years of experience in service industry management or equivalent combination of education and experience.
* Associate Degree in Business Administration with a minimum six years related experience in a project support capacity or customer support role preferred.
* Thorough knowledge of industry standards for policy/procedure, customer service, and management principles
* Experience with process/quality improvement, policy development, and implementation
* Experience with statistical analysis, organization, and effective presentation of data
* Six Sigma Black Belt certification highly desirable
* Ability to excel in a fast-paced sales/service environment required.
* Experience dealing with sales and external customers a plus.
* Strong analytical and troubleshooting skills; solutions-oriented
* Strong systems skills; knowledge of software applications for service data collection and analysis
* Demonstrated analytical, planning, organizational and project management skills.
* Good PC skills; requires solid knowledge of Microsoft Office applications.
* Excellent written and oral communication skills; skilled at presentation and delivery
* Self-starter; must have ability to work with minimal supervision; receptive and supportive of team efforts
* High degree of innovation, motivation, and creativity
* Outstanding interpersonal/customer relation skills, clear and concise verbal, telephone and written communications, excellent planning, prioritization skills and able to manage multiple tasks simultaneously
* Ability to persuade/influence and gain acceptance of controversial/innovative concepts/solutions, often in sensitive/confrontational situations
* ISO 9000 series knowledge and Six Sigma experience
To apply, visit the following and enter job #bbh-00000170
www.bowebellhowell.com/applyonline.aspx
Location: CA - Sacramento
Work Shift: First
Job ID: bbh-00000170
Description:
The Planning and Development Specialist will maintain customer satisfaction at a strategic customer location by analyzing business practices to improve both customer operational effectiveness and BBH service performance.
The Specialist is responsible for process improvement, measurement, data-driven performance enhancement, reporting, documentation, coaching, strategic planning, and infrastructure support involving all BÖWE BELL + HOWELL products in a twenty-four (24) hour per day / seven (7) day per week environment.
The Specialist enhances effectiveness and productivity of the service region by coordinating all activities connected with assigned projects for new and/or existing products and solutions for both internal and customer related projects. Represents Project Team in meetings; monitors and reports on progress of tasks; coordinates team meetings for communication of project information; and provides data in reports, forms and other methods to ensure effective distribution of information to all necessary parties. Assures open communications, internal and external, by interfacing with customers and vendors as required to ensure satisfactory completion of program goals and objectives.
DUTIES AND RESPONSIBILITIES
* Service Process Improvement:
* Defines, measures, analyzes, improves and controls local service processes.
* Minimizes customer downtime by driving improvements in service delivery relating to troubleshooting and repairing complex document processing equipment.
* Improves service processes by measuring and driving actions relating to regular preventive maintenance inspections; routine machine service; installation of new equipment; product performance; and equipment upgrades.
Measurement:
* Designs/develops metrics for tracking and analyzing improvements and efficiencies.
* Improves service effectiveness by ensuring design and development of internal service metrics and customer operational metrics.
* Establishes routine audits; designs, oversees development, and analyzes results.
Data-Driven Performance Enhancement:
* Assures performance improvements through data-driven actions.
* Facilitates consistency and alignment with Service strategic objectives by creating processes, developing and refining service practices, and facilitating behavioral process changes.
* Works closely with assigned local service team to ensure successful execution of service standards and compliance with processes such as SDA data reporting, OMS reporting of engineering and parts issues; and escalations to national Technical Support.
* Implements corrective measures by mapping processes, developing procedures, and following up on improvement activities with process owners. Facilitates, influences, and coordinates actions by managers and associates; reviews, evaluates progress and analyzes impact to the business.
Reporting:
* Provides for consistent reporting on delivery of service performance.
* Creates narrative and graphical displays of customer operational metrics and service performance metrics.
* Develops reports; ensures data integrity; communicates project activity for field and home office departments.
* In cooperation with the District Service Manager, represents BÖWE BELL + HOWELL in customer operational review meetings.
* Communicates regularly with customer and BBH leadership regarding process improvements.
Documentation:
* Documents all processes and procedures, including:
* Documents and analyzes parts usage and inventory reports to ensure adequate parts for maximum customer uptime.
* Documents and measures customer service calls and preventative maintenance schedules to ensure efficient service.
Coaching:
* Provides guidance and coaching to local service team.
* Provides technical analytical support to less experienced customer service engineers to assure process consistency and data integrity.
* Acts as consultant and advisor to service management and associates for the implementation of new procedures. Provides statistical analysis assistance to local technicians and management as required.
* Designs and provides training and educational tools. Designs and develops measurement processes which may include associate skills assessment and service standards compliance. Conducts surveys, analyzes and summarizes results, and highlights opportunities for improvement.
Strategic Goal Alignment:
* Manages SIS enhancements based on strategic goals.
Infrastructure Support:
* Ensures service support infrastructure is in place for seamless integration of new business processes and tools.
Project Coordination:
* Provides support for activities on Projects, including but not limited to development and maintenance of project schedule; resource planning and coordination; and compilation, maintenance, and distribution of open issue reports.
Project Team Leadership:
* Represents Project Team in customer project meetings and internal project meetings, maintains project schedules, identifies and escalates scheduling issues.
* Interacts with the appropriate Site, Manufacturing, Engineering
and Customer personnel to ensure completeness of tasks and issues. Communicates and distributes task/issue information to all affected individuals. Tracks and drives completion of tasks/issues and alerts/escalates potential failures/issues to appropriate management personnel; makes recommendations as appropriate.
* Coordinates team/customer meetings to ensure clear communication of project status.
* Supervises project acceptance and test activities, ensuring project schedule is followed and adhered to; identifies issues and escalates potential failures/issues to appropriate management personnel; makes recommendations as appropriate.
* Acts as point-of-contact for Project Team and Customers for cross-functional teams created to support product development, acceptance testing and installations.
* Manages project data, ensuring accurate data capture and reporting.
* Develops/supports implementation of a time tracking system for project.
* Ensures customer satisfaction through periodic customer calls, customer surveys, problem identification and resolution management.
* Composes and/or edits internal and external correspondence, reports, presentations, spreadsheets, charts/graphs, drawings using MS Word, PowerPoint, Excel, Project, CAD software. This includes outside vendor and customer correspondence and confidential materials.
* Assists Project Team with obtaining necessary information, forms and contacts for each project.
* Disseminates information to all applicable personnel, as well as customers, for alerts, new product/project information and shipments of hardware and software.
District Service Management Support:
* Drives data collection from both internal and external sources used in developing status reports for assigned project or product, and communicates information to the project team and DSM.
* Assists DSM with identification of resources available for projects.
Maintains and keeps DSM apprised of project status.
* Assists the DSM in identifying training needs of the project development and implementation teams.
* Works closely with internal and external resources to ensure that class schedules, enrollment and prioritization are synchronized to meet the needs of established program schedule.
* Identifies process deficiencies and opportunities for new processes, and shares recommendations with DSM.
* Implements changes as directed by management.
Additional Duties:
* Fosters positive customer relations and a high degree of customer satisfaction by communicating effectively with customers; responding to complaints/inquiries in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner.
* Acts as a liaison between the customer and other departments / functions of the company.
* Maintains technical and professional knowledge by attending educational workshops, reviewing professional publications, and participating in professional societies.
* Contributes to team efforts by accomplishing related results in a cooperative and supportive manner.
* Assists technical staff by answering general questions from internal and external customers.
* Provides seven (7) day/week twenty-four (24) hour/day availability for emergency customer assistance by carrying a pager or other electronic device; responds to emergency and non-scheduled calls for service within established response time goals.
This job is primarily located in Sacramento however travel will be required to our customer sites in Houston, TX and Alpharetta, GA.
Experience:
EDUCATION, EXPERIENCE, AND KNOWLEDGE
* Bachelor's Degree in Industrial Engineering or related field with 6 years of experience in service industry management or equivalent combination of education and experience.
* Associate Degree in Business Administration with a minimum six years related experience in a project support capacity or customer support role preferred.
* Thorough knowledge of industry standards for policy/procedure, customer service, and management principles
* Experience with process/quality improvement, policy development, and implementation
* Experience with statistical analysis, organization, and effective presentation of data
* Six Sigma Black Belt certification highly desirable
* Ability to excel in a fast-paced sales/service environment required.
* Experience dealing with sales and external customers a plus.
* Strong analytical and troubleshooting skills; solutions-oriented
* Strong systems skills; knowledge of software applications for service data collection and analysis
* Demonstrated analytical, planning, organizational and project management skills.
* Good PC skills; requires solid knowledge of Microsoft Office applications.
* Excellent written and oral communication skills; skilled at presentation and delivery
* Self-starter; must have ability to work with minimal supervision; receptive and supportive of team efforts
* High degree of innovation, motivation, and creativity
* Outstanding interpersonal/customer relation skills, clear and concise verbal, telephone and written communications, excellent planning, prioritization skills and able to manage multiple tasks simultaneously
* Ability to persuade/influence and gain acceptance of controversial/innovative concepts/solutions, often in sensitive/confrontational situations
* ISO 9000 series knowledge and Six Sigma experience
To apply, visit the following and enter job #bbh-00000170
www.bowebellhowell.com/applyonline.aspx