Summary - The Service Excellence Manager is accountable for ensuring services are delivered in line with agreed SLA commitments, while driving structural improvements and transformation across service operations.
This role requires regional, end‑to‑end experience managing service parts operations, including warehouse operations, logistics flows, service parts refurbishment, and returns management, as well as ensuring that field service providers execute repairs within SLA. The role ensures that both the physical service parts ecosystem and field service execution work together to support consistent service delivery, operational efficiency, and cost control.
In addition to owning day‑to‑day service outcomes, the role is expected to lead operational optimization and transformation initiatives, redesigning warehouse, logistics, and service execution models to improve efficiency, reliability, and cost performance. The role balances run‑the‑business accountability for SLA delivery with change‑the‑business transformation across service operations.
Key Responsibilities
1. Service Delivery & SLA Ownership
- Own end‑to‑end service performance, ensuring services are delivered according to defined SLAs.
- Act as the accountability point to ensure service parts readiness and field service execution jointly support timely repairs.
- Identify risks to SLA arising from parts availability, warehouse operations, logistics flows, refurbishment, or field service execution delays, and drive corrective alignment.
- Provide clear operational prioritization and guidance to protect SLA performance across regions and service partners.
2. Field Service Execution & Service Parts Readiness
- Ensure field service providers complete repairs within required SLA and turnaround time.
- Work closely with service providers to monitor repair progress and address delays related to execution, technician availability, or process adherence.
- Partner with service parts, warehouse, and logistics teams to ensure parts are available, positioned, and flowing effectively to support field service execution.
- Drive alignment between field service providers and service parts teams to minimize repair delays caused by parts shortages or logistics inefficiencies.
3. Faulty Parts Return & Refurbishment Management
- Ensure faulty and used parts are returned, refurbished, or dispositioned within defined timelines and policies.
- Work with service providers, parts teams, and logistics partners to ensure refurbishment and return flows are efficient, compliant, and support service readiness.
- Identify systemic issues in refurbishment and returns that impact parts availability, inventory health, or SLA performance, and drive improvements in partnership with owning teams.
4. Operational Optimization & Transformation
- Act as a key interface between service delivery, field service, service parts operations, and transformation initiatives.
- Lead initiatives to optimize and transform warehouse, logistics, and service execution models supporting service delivery.
- Identify opportunities to improve repair cycle time, operational efficiency, scalability, and cost structure.
- Drive transformation efforts including process redesign, network optimization, flow simplification, and tooling or system enhancements.
Qualifications & Experience
- Bachelor’s degree in Business, Engineering, Operations, or a related discipline.
- 5–8+ years of experience in service operations, field service support, service parts operations, logistics, or after‑sales environments.
- Proven regional experience managing service parts operations end to end, including warehouses, logistics, and refurbishment.
- Experience working closely with field service providers to ensure repairs are completed within SLA.
- Experience operating in SLA‑driven service environments with multiple service partners.
