Service Max COE Lead

4 days ago

Pune, Maharashtra, India Johnson Controls Full time
Job Description

What you will do

- Lead the ServiceMax COE initiatives, establishing a framework for service excellence and continuous improvement.
- Collaborate with cross-functional teams to identify opportunities for optimizing service delivery processes and enhancing customer satisfaction.
- Develop and implement training programs for ServiceMax users to ensure effective utilization of the platform.
- Monitor key performance indicators (KPIs) to assess the effectiveness of service operations and drive data-driven decision-making.
- Act as a liaison between business stakeholders and technical teams to align service delivery with organizational goals.
- Identify and evaluate emerging trends and technologies in field service management, recommending strategic investments as appropriate.
- Provide mentorship and leadership to the COE team, fostering a culture of innovation and accountability.
- Ensure compliance with regulatory standards and company policies throughout service delivery processes.

Qualifications

- Bachelor s degree in Business Administration, Information Technology, or a related field.
- 18+ years of experience in service management, with a focus on field service operations and ServiceMax platform.
- Proven experience in leading Centers of Excellence and driving organizational change initiatives.
- Strong analytical skills with the ability to leverage data to inform strategic decisions.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Ability to thrive in a fast-paced environment, managing multiple priorities effectively.
- ServiceMax certification or related field service management certifications are a plus.

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