Business Process Expert - End to End Process Lead
Your Mission:
To provide end-to-end ownership of the VSS Field Service process, ensuring it remains aligned, efficient, and effective across all functions, systems, and regions. By taking a holistic view of the service value chain, you will drive coordinated process improvements, minimise unintended business impacts, and enable sustainable operational excellence.
Key Responsibilities:
- Own, govern and maintain the end-to-end service process across VSS Field Service to ensure a consistent, aligned and seamless operating model from service request through to completion.
- Ensure upstream and downstream process impacts are identified, assessed and aligned before changes are introduced, so that improvements are delivered without creating isolated or conflicting ways of working.
- Establish and monitor process performance measures, quality controls and operational review routines to drive data-led decision making, reduce errors and sustain high standards of service quality.
- Collaborate with BPX colleagues, IT teams, customer centres and operational stakeholders to translate business requirements into effective process and system solutions that meet VSS Field Service needs.
- Develop and maintain training materials, guidance and knowledge-sharing approaches to enable consistent adoption of service processes across the wider VSS Field Service operations community.
- Conduct regular audits of regions to ensure the process is being adhered to across field service
Experience Requirements:
- Operational experience in our customer center service organization or a similar environment
- Business process knowledge, process mapping experience
- Good business knowledge in a relevant functional domain, and how the opportunities, risks, and issues in these domains can be addressed by technology.
- Strong analytical and problem-solving skills for developing technology-enabled use cases and analysing Business needs.
- Strong technical expertise, including knowledge of software development, database management, and scripting. Excellent communication and problem-solving skills. Ability to work independently and as part of a team.
- Experience of working in a multicultural environment is considered a plus.
- Certification in Project Management or Process Improvement methodologies is desirable.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
- Able to design and execute functional tests, with experience managing bugs / defects through to remediation.
- Hands-on experience in Agile methodologies and practices (e.g., SAFe, Scrum, Kanban) is beneficial.
- Good communication skills with an ability to build rapport with a wide range of different Business and Partner stakeholders.
- Ability to work effectively as part of a cross-functional team, maintain a large network of key stakeholders
Desired Attributes:
- Detail-oriented with a logical approach to problem-solving.
- Customer-focused mindset.
- Ability to work closely within a team and independently.
- Strong understanding of the software application being managed.
Work Environment:
- Occasional travel to meet with software suppliers, operational teams, or attend training sessions will be required.
Join Us:
If you are passionate about driving customer success and improving business processes, we would love to hear from you. Apply now and be part of a team that values innovation, collaboration, and continuous improvement.
Location: Global
Reports to: Global Field Service Innovation and Technology Manager
About Edwards
Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.