Job Title: Process Excellence Manager
A proactive coach with a passion for service excellence and continuous improvement is sought to act as the central connector across EMEA service operations.
This role involves coaching, training, and influencing Field Service Engineers (FSEs) and in-house/bench engineers to follow best practices, improve efficiency, and drive consistency across the region. The ideal candidate has a strong background in training, coaching, or sales, with a personality and presence to influence across cultures and organizational levels.
Key Responsibilities:
* Process Optimization:
Analyze field performance data (e.g., time spent per task, travel time, etc.) to identify service inefficiencies and implement cross-border improvement projects.
* Stakeholder Collaboration:
Partner with Service Excellence, Technical Training teams, and the HQ to align on best practices and share regional insights.
* Influence & Drive Change:
Be a trusted advisor to local supervisors and field engineers, using storytelling and interpersonal skills to manage resistance and influence behavior change-even without direct authority.
* Benchmarking & Standardization:
Identify performance outliers (e.g., time on device, time on the road) and facilitate peer learning and standardization across regions, including distributor-managed areas.
* Service Strategy Support:
Contribute to strategic service improvement initiatives with a helicopter view of the EMEA landscape.
Required Skills and Qualifications:
* Highly proactive, hands-on, and solution-oriented individual with at least 5 years of experience in process improvement, excellence, operations, or performance improvement.
Skills & Mindset:
* Strong communicator with the ability to influence across cultures and departments.
* Strategic thinker with the ability to translate data into actionable field training insights.
* Fluent in English; additional EMEA languages are a plus.
Travel Requirement:
* Up to 50% travel across EMEA.
Why this Role?
* Be part of a collaborative and cross-functional service excellence team.
* Shape the future of field service training and optimization across EMEA.
* Work in a high-impact, visible role with international exposure.