Business Process Expert - Service Execution

Your Mission:

Are you passionate about optimizing workflows and enhancing service execution processes? We are looking for a dynamic and detail-oriented Workflow Owner for Service Execution to join our team. In this role, you will act as an application owner for Semiconductor Service (VSS) solutions, focusing on the VSS Field Service Execution process. You will develop and streamline processes to ensure efficient and accurate workflows for Field and Onsite Service Engineers.

Key Responsibilities:

•    Service Execution:

•  Act as an application owner for VSS solutions for VSS Field Service Execution process.
• Own and improve VSS Field Service Execution processes.
• Develop efficient workflows for Field and Onsite Service Engineers.
• Collaborate with cross-functional teams to gather requirements and ensure alignment with business objectives.
• Implement best practices and monitor service metrics.

•    Process Optimization:

•  Identify and implement process improvements and automation.
• Collaborate with IT teams to enhance process efficiency.
• Maintain detailed process documentation.

•    Quality Assurance:

• Ensure accuracy of Work Orders.
• Implement quality control measures.
• Conduct regular ORM (Operational Review Meeting) and performance reviews to maintain high standards of service quality.

•    Training and Development:

• Provide training and guidance to our wider VSS Field Service operations community on Service Execution workflows through classroom, virtual, and creation of up-to-date training materials.
• Foster a culture of continuous learning.

Experience Requirements:

• You have operational experience in a customer center service organization or a similar environment.
• Good business knowledge in a relevant functional domain, and understanding of how technology can address opportunities, risks, and issues.
• Strong analytical and problem-solving skills for developing technology-enabled use cases and analysing business needs.
• You will have strong technical expertise, including knowledge of software development, database management, and scripting.
• Certification in Project Management or Process Improvement methodologies is desirable.
• Hands-on experience in Agile methodologies and practices (e.g., SAFe, Scrum, Kanban) is beneficial.
• You have experience with continuous improvement and change management.
• You will have excellent communication and interpersonal skills.
• Experience working in a multicultural environment is a plus.

Desired Attributes:

•    Detail-oriented and customer-focused.
•    Ability to work independently and within a team.
•    Strong understanding of software applications.

Work Environment:

• The first 18 months of the role will require the chosen candidate to be based in our Burgess Hill office location for project launch and collaboration. After this period, a global position is possible.
• Occasional travel to meet with software suppliers, operational teams, or attend training sessions will be required.

Join Us:

If you are ready to take on a challenging and rewarding role that will have a significant impact on our service execution processes, we would love to hear from you. Apply now and be part of a team that values innovation, collaboration, and continuous improvement.

Location: Burgess Hill (first 18 months). 
Reports to: Field Service Operational Technology & Projects 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.