Senior Service Experience Specialist

Job Description:
The Senior Service Experience Specialist leads reporting and analytics that improve
BraunAbility’s product quality, service performance, dealer programs, and customer experience.
This role turns service, warranty, dealer, and customer data into clear dashboards, performance
reporting, and actionable insights. This role helps BraunAbility communicate service
expectations, technology readiness, and improvement priorities across commercial/fleet and
consumer dealer channels.
Working closely with Aftersales, Field Service, Dealer Training & Resources, Engineering, Quality,
and Customer Care, this role identifies trends, supports dealer readiness, and helps drive
continuous improvement.
Essential Functions:

• Develop and maintain dashboards, scorecards, dealer performance packages, and

recurring reports using Power BI, Sisense, SQL, or other approved tools.

• Analyze data from technical cases, warranty claims, PDIs, customer feedback, recalls,

dealer programs, and related systems to identify performance trends, risks, and
improvement opportunities.

• Segment data by product, dealer, channel, and region to identify commercial/fleet and

consumer service-performance differences.

• Monitor adoption, utilization, escalation patterns, and resolution quality for AI-assisted

diagnostic tools such as ServiceCompanion; identify training and process-improvement
opportunities.

• Support new-product launches and significant product changes by tracking early service

trends, failure patterns, dealer readiness, and emerging quality concerns.

• Create dealer-specific performance and readiness packages for Field Service Engineers

and Field Service Managers to support productive dealer visits and follow-up actions.
Job Description: Senior Service Experience Specialist

• Partner with Dealer Training & Resources to identify training needs based on recurring

service issues, technician readiness, and dealer performance data.

• Support dealer programs, including Service Scorecards and the Service Technician

Education and Professional Program (STEPP).

• Coordinate reporting and documentation related to recalls, service bulletins, dealer

communications, and required compliance activities.

• Maintain documentation for key performance indicators, data sources, reporting

definitions, and business rules.

• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Strong analytical, problem-solving, communication, and presentation skills.
• Ability to work with large, multi-source datasets and translate findings into practical

recommendations.

• Proficiency in Power BI, Sisense, or a comparable business intelligence platform,

including dashboard design and report maintenance.

• Advanced Microsoft Excel skills and demonstrated SQL proficiency.
• Knowledge of data quality, reporting controls, KPI definitions, and documentation

practices.

• Ability to manage multiple priorities, work independently, and collaborate effectively

across teams.

• Familiarity with Salesforce, Epicor, Connect Dealer Portal, warranty, PDI, RMA, or related

aftersales systems preferred.

• Knowledge of BraunAbility products or the ability to develop product knowledge quickly.

Minimum Requirements:

• High school diploma or GED required; bachelor’s degree in a related field preferred. An equivalent combination of education and/or related work experience equal to 4 years will also be considered