Service Quality Analyst - Continuous Service Improvement - Remote

Varian Medical Systems, Inc. Birmingham , AL 35202

Posted 2 months ago

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what's possible, to improve people's lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you.

The CSI (Continuous Service Improvement) Process aims to identify trends in Field Service Operations and channel them through a Quality framework wherein such trends are actioned and result in meaningful countermeasures/corrective actions. The Process leverages data to drive discussions and decisions using cross-functional teams (Helpdesk, Service, Engineering, Manufacturing, Supply Chain).

Part of the Global Customer Support Organization, the SQA (Service Quality Analyst) will be responsible for driving Improvement Projects from inception to conclusion. From the initial Service stakeholder's claim of potential improvement to the effectiveness check of implemented countermeasures, the SQA will collect/analyze data, assemble the resources and monitor progress to bring projects to fruition.

  • REMOTE AMS or EMEA *

Primary activities:

  • Drive projects through the Continuous Service Improvement framework

  • Individually conduct research on potential new improvement opportunities

  • Collect data to support/disprove initial claims of potential improvement

  • Work with stakeholders to describe project backgrounds and rationales

  • Define Problem statements based on measurable KPIs

  • Assemble cross-functional teams of experts to perform root cause analysis and define countermeasures

  • Facilitate and keep meetings with stakeholders on track

  • Monitors, records, and reports on progress of initiatives and related actions

  • Keep the organization up to date by making progress visible

  • Groom and improve the Continuous Service Improvement process

Qualifications

  • Bachelor's degree (or equivalent experience) and 5 years of related experience

  • Strong command of Process Improvement Frameworks (ex. PDCA, DMAIC, Structured Problem Solving, etc.)

  • Ability to analyze raw data, methodically draw conclusions and develop actionable recommendations

  • Proficiency in data analysis tools (MS Excel, Power BI )

  • Familiarity with Varian Field Service Operations a plus.

  • Familiarity with configuration and use of Azure DevOps Boards

  • Proficient with MS Office suite (Word, Excel, and PowerPoint)

  • Proven experience with SalesForce (Unity), and QlikView required.

  • Extremely detail oriented and organized

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to set priorities, meet deadlines, and manage multiple projects in a fast-paced, changing environment

  • Ability to interact effectively with co-workers across all levels of organization

  • Ability to train others

  • Lean Six Sigma training is an advantage

#LI-REMOTE

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

#TogetherWeFight

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Service Quality Analyst - Continuous Service Improvement - Remote

Varian Medical Systems, Inc.