Service Operations Analyst (Hybrid)

Services Waukesha, Wisconsin


As Service Operations ANALYST for Waukesha Service Parts, you will serve as Single Point of Accountability for developing and publishing required Service Parts Fulfillment reports and KPIs.  As the Service Operations ANALYST, you will act as primary point of contact for customers’ inquiries and will be responsible for developing regular communication with the customers pertaining to open orders status.

In addition to the ANALYST responsibilities, you will serve as backup for order fulfillment team as needed.

At INNIO, we offer you

  • An innovative and international working environment
  • Flexible working model
  • Full healthcare, dental, and vision benefits package
  • Tuition Reimbursement
  • Generous 401(k) matching
  • Permissive time off
  • An upbeat atmosphere with enjoyable and respectful colleagues

As Service Operations ANALYST, you will be responsible for

  • Developing, automating, and publishing daily reports pertaining to Service KPIs relevant to business goals including, but not limited to, revenue, past due, booked orders, WIP, and staged orders.
  • Enhancing and publishing performance KPIs for third party manufacturers and logistics providers
  • Reviewing reports and data analyses results and identifying trends, root causes, and suggesting corrective measures and improvement opportunities
  • Taking the lead on customers’ escalation calls related to parts availability and coordinate resolution
  • Serving as change champion identifying & implementing process improvement opportunities.
  • Having keen understanding of business priorities and supporting attainment
  • Proactively identifying & assessing risks to on-time delivery and leading resolution efforts
  • Building customer rapport through regular communication of orders’ status updates in an organized, professional manner.
  • Collaborating with Customer Service Management team to represent voice of customer and improve customers’ experience
  • Leading and assisting special projects and collaborating with other business function
  • Supporting enhancements in ERP system or other Service tools (EPIC, iStore, etc.)
  • Providing coverage for fulfillment team as required

Your profile

  • Bachelor's Degree from an accredited university or college
  • Legally authorized to work in the United States without Visa sponsorship
  • Excellent communication skills, self-motivated, and ability to prioritize (and re-prioritize) competing priorities effectively
  • Strong presentation and communication skills
  • ERP experience (Oracle preferred)
  • Experience in Tableau or similar Business Intelligent platform
  • Proficient with MS Word and MS Excel; technical mindset
Preferred Experience:
  • Minimum of 2 years’ experience in an analytical role

INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.