Global Service Data Analyst

Job description

The Global Service Data Analyst has in-depth knowledge of the new operating model for Technical Support. He or she works towards increasing overall business success of defined KPI’s on a global level. With the main purpose to increase customer experience.

The main responsibility of the GS Data Analyst is to follow through on Technical Support Manager(s) and their organization with analysis of business data to increase performance and identify improvement opportunities. This includes driving regular drumbeat meetings, drive reporting as well as collection and analysis of data for regional and global projects. The analysis can cover multiple sources of data; operational, financial, correct use of systems, KPI’s, escalation levels, etc. This analyst will also have an important role in driving global use of the newly developed continuous improvement model, KPI’s- and operational dashboards to create a more data-driven culture within technical support

This analyst will drive the technical support organization to improve customer satisfaction and our technical support operations effectiveness and efficiency. This will be done in close collaboration with his or her peers in the Global Technical Support team.

This analyst provides the technical support organization insights to relevant information through reports. In addition, this analyst actively leads the development, implementation, and improvement of processes, systems, and tools. The analyst keeps track of key metrics and other operational indicators as needed on a regular basis.

Main tasks and responsibilities

  • Identify and analyze technical support data, such as financials, correct use of systems (like Service Max), KPI’s, escalation levels, duration, work-effort, and other operational data to follow up on daily business performance and identify and drive improvement opportunities
  • Drive drumbeat meetings with Technical Support Managers in all industries/SBU’s and regions. For these meetings, prepare and discuss/challenge about performance and continuous improvement opportunities
  • Ensure compliance and quality of processes, tools, and data regarding the new operating model for technical support in line with global standards
  • Define and organize training of the organization in Technical Support processes, systems, and tools to enter and access data
  • Gather relevant information for analysis, analyze the data and provide technical support information as requested or on regular basis
  • Lead the development, implementation, and evaluation of technical support reporting and metrics to meet ongoing organizational or customer information needs

Skills and Abilities

  • Disciplined and self-starting attitude
  • Analytical and data driven mind set
  • Able turn data into meaningful technical support information and present in easily understandable format
  • Solid experience in analytical tools like Power BI, Excel or similar required
  • Result-driven, without losing eye on details
  • Ability to prioritize and gain overview in complex situation and deliver results on time
  • Excellent verbal and written communication skills
  • Ability to inspire and set direction with management and support them in the change journey

Education, Knowledge, and Experience

  • Bachelor or University degree in (Technical) Business Administration together with similar experience with knowledge of Business Analytics and Development.
  • Green Belt-, Black Belt degree or similar experience
  • Excellent written and spoken English
  • Proactive, organized, analytical and goal oriented preferred
  • Knowledge of customer service processes and ideally worked in a Technical Support/Service environment
  • Experience of using an ERP, CRM, or technical support management systems
  • Proven experience of analytical tools like Power BI, Excel or similar required
  • Experience with and comfort working in multi-cultural, multi-discipline organization is an advantage

We offer

We offer you the opportunity to develop yourself. This starts on you first day. You will receive an extensive, well-prepared onboarding period, followed by a function-specific development track of one year. You will be guided by our organization and an experienced coworker, that will teach you the specialist knowledge of our advanced equipment. On an annual basis, you will create a personal development plan so your professional and personal development are always top of mind. Our informal culture offers you the opportunity to take your own responsibilities and show initiatives.

Contact information

For more information about the position, please contact our Corporate Recruiter, Niels Spit:

Interested? Please apply via Workday


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