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Service Transition & Delivery Manager - Columbia, MD or Coppell, TX
Job
Rohde & Schwarz USA, Inc.
Columbia, MD (In Person)
Full-Time
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72
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Job Description
Identify and implement Service Delivery and Support Concept, processes, tools and capabilities. Validate needed processes and tools are in place and trigger gap closure as needed Work cross functionally to drive the development of SLA concepts and pricing Develop Statement of Work for subcontractors for installation and/or service in coordination with R&S Contracts Team. Manage subcontractor performance and relationships Develop schedule & manage logistics to task technicians & subcontractors, tools & parts to complete service events Implement training concepts, processes and tools for technicians & subcontractors Manage System and SLA install base. Ensure appropriate stock of spare parts and loaner equipment Define and monitor KPI's. Additionally, track and report on cost, margin and revenue information related to the program Onboard and train customers on the R&S Support platforms, and be the primary POC for escalations Root cause any customer or quality issues and collaborate across the organization to set in place corrective and preventative actions Actively drive process improvements & lean initiatives. Document processes and work instructions Manage complex projects involving multiple departments and various technical and business process related deliverables