1.  Scope

This position reports directly to the Global Services Manager. This role is based in Amsterdam, The Netherlands.

The Business Analyst- Services will be responsible for the analysis and reporting on the non-conformance reporting (NCR) process within SalesForce to ensure that the SLA performance indicators and targets are met.

2.  Responsibilities

Key responsibilities for this role include, but are not limited to:

  • Project manage the global field non-conformance reporting (NCR) process within SalesForce to ensure the all agreed targets and expectations are met.
  • Provide reports to a variety of stakeholders to support global Service Level Agreement performance and management decisions using SalesForce information predominately (but not exclusively).
  • Audit, as required, processes and activities within the Customer Support function to ensure staff globally adhere to set procedures and expectations.
  • Report and manage all customer support audit findings, trends and corrective action progress with internal stakeholders using SalesForce as the source of knowledge.
  • Support the SalesForce administrator with various system administrative tasks as required (including client asset configuration, My Tritium maintenance, data extraction and report development, training support, etc)
  • Assist the global customer support team as directed by the Global Customer Support Manager as required.
  • You will lead by example with an approach that fosters accountability, service to our customers and is outcome focused.
  • Continuously review and improve processes and service delivery based on lessons learned and root cause analyses.
  • Constantly work with stakeholders across the business, in particular Quality, Supply Chain and Engineering.

3.  Accountability & Qualifications

  • A bachelor’s degree in Business, Engineering or Computer Science or equivalent.
  • Sound knowledge and experience in the use of Salesforce.
  • Strong and demonstratable business analytical, and report creation skills.
  • Strong system thinking abilities and problem solving skills.
  • Strong experience in business auditing.
  • Sound experience in user acceptance testing including record keeping.
  • Knowledge of standard project management principles.
  • Sound knowledge of customer support activities in a technical environment (including level 2 technical troubleshooting and asset management).
  • Strong knowledge of warranty and customer service support cost control.

4.  Key Relationships

  • Internal Stakeholders: SLA Team, Field Support Engineers, Sales Support Engineers, Quality Teams
  • External Stakeholders: SLA Customer

To apply for this job email your details to careers@tritium.com.au