Senior Service Delivery Analyst

il y a 7 jours

ColmarBerg, Luxembourg Goodyear Temps plein

**Goodyear. More Driven.**

**The opportunity**:
We are looking for **Senior Service Analyst - Proactive Solutions **to join our team in Luxembourg. On this position you will:

- Ensure customer satisfaction and retention by providing seamless customer service after service is activated.
- Enable customer benefits realization through ongoing monitoring of key performance indicators and supporting commercial teams to implement improvement plans with fleets.
- Contribute to the continious improvement of service delivery processes, procedures and tools. Control process adherence to ensure
- Manages projects end-to-end with internal and external stakeholders (customers, service partners, etc.)

**Responsibilities**:

- Drives successful activation and delivery of services, including product training, service availability throughout the lifecycle, including the ongoing technical support, warranty, spare parts, customer visits for troubleshooting and support, etc.
- Monitors and analyzes service performance and creates reports. Identifies and coordinates improvement opportunities with commercial teams and service partners to help customers increase value.
- Assures relevant processes and controls are followed to ensure full compliance and drive customer billing.
- Identifies and implements process & procedure improvements and automated solutions for Service Delivery and provides insights of additional solution opportunities based on customer feedback.
- Manages projects end to end and coordinates service delivery activities internally and externally with customers and external service partners

**To join our team, you’ll need**:
**Your Education**:
Bachelor's degree in Business/Economics, Computer science, Engineering (a Master is preferred).

**Your Languages**:
English is a must. Fluent in Spanish or Italian is mandatory as well.

**Your Experience**:

- 5+ years experience in customer service delivery
- Strong working knowledge of IT tools and data analytics / mining
- Proficiency in project management including time management and prioritization capability
- Ability to develop and deliver action plans
- Proficiency with data mining
- Capabilities in Standard Operating Procedures development and management

**Your Skills**:

- Proactive and customer-focused
- Excellent problem-solving skills and analytical capabilities
- Accurate and structured
- Strong communication & presentation skills
- Willingness to develop knowledge and disseminate
- Able to work in different database environments (SAP, EDW, Cloud )
- Ability to work autonomously and as part of a team
- Travel at request, within the cross border tolerance (if applicable)

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