Process Improvement Specialist - East Coast (57091)

About the position The Process Improvement Specialist will lead initiatives to optimize operational efficiency through data-driven solutions that enhance service delivery and customer satisfaction. They will serve as a liaison between corporate initiatives and field operations, collaborating with branch leadership to ensure practical and effective implementation across the service organization. Pay Range: $78,000 - $133,000. This pay range is a nationwide market range and represents a broad range of compensation for this role across the country. The final offer for this position will be determined by factors including geographic location, experience, skills and education. Work Location This role is fully remote with preference given to candidates in the Eastern and Central time zones. Travel Requirements 25-50% domestic travel required in this role, predominately supporting Eastern US region of Hiller branches

Responsibilities

• Lead process improvement activities across multiple locations within our lead to cash processes.
• Partner with branch leadership to understand local market needs, challenges, and operational constraints, to develop and implement best practice operational models across service organization
• Collaborate with service managers and their teams to enhance scheduling systems and reduce response times for emergency repairs
• Analyze current service workflows and procedures across inspection, maintenance, testing, and repair operations to identify bottlenecks/opportunities and deliver improvement results.
• Develop, document, and implement standardized procedures to enhance technician productivity and service quality, utilizing best in class service procedures, ensuring consistency and compliance with NFPA standards
• Create standardized workflows for common service procedures across service divisions
• Create and maintain KPIs for service delivery, including but not limited to technician productivity, inventory turnover, revenue per service hour, first-time completion rates, callbacks, customer satisfaction, etc.
• Design and implement resource optimization strategies to improve technician utilization and route efficiency, utilizing GPS tracking and historical service data
• Design, lead, and deliver effective training programs for service coordinators and technicians on new processes and procedures
• Lead continuous improvement initiatives using Lean/Six Sigma methodologies to reduce waste and increase operational efficiency across our branch network.
• Lead our change management processes which enable successful changes, improves our communication, and delivers stakeholder buy-in and engagement.
• Establish quality control measures for inspection and testing documentation to ensure accuracy and completeness
• Work with Hiller’s Business Application teams to optimize mobile technology usage for field technicians and improve real-time data collection, reducing paperwork and improving data accuracy
• Work with other cross-functional teams to ensure process changes align with business objectives
• Train employees including new acquisitions on best practices, system application, & Hiller’s SOP where required.
• Other duties as assigned by management.

Requirements

• Bachelor's degree in Industrial Engineering, Operations Management, or related field
• 5+ years of experience in process improvement, preferably within technical field service operations
• Proven experience with service management platforms (Service Trade, Building Reports, Field Edge, Etc.)
• Ability to effectively communicate with all levels of branch personnel, with the capacity to influence without direct authority
• Experience working with distributed branch & field operations
• Demonstrated success in multi-site process improvement initiatives
• Ability to build consensus across diverse branch teams
• Experience in change management and delivering sustainable change in a fast paced environment

Nice-to-haves

• Advanced NICET certifications in Fire Protection Systems a plus
• Lean Six Sigma Green Belt certification, Process improvement projects with documented sustained results, or Experience with multiple problem solving methodologies with multiple project references. ( 8 Step/10 step process improvement, DMAIC, PDCA experience.)

Benefits

• Most employee benefits start from the first day of employment, including:
• Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education
• Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off
• Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs
• Career advancement potential within a growing company.

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