What are the responsibilities and job description for the Operational Success Specialist position at Endress Hauser Inc.?
At Endress Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17,000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.
What is the role about?
The Operational Success team exists to enable Representative and Customer Excellence teams through onboarding, development, process optimization, and digitalization. We act as a resource for all Reps, providing guidance, tools, and support that drive efficiency and enhance customer experience. By championing E H Digital Business and facilitating continuous improvement, we strengthen sales efforts and ensure teams are equipped for success.
Which tasks will you perform?
- Lead initiatives that optimize workflows and enhance customer experiences.
- Facilitate improvement of key performance indicators (KPI’s) in the region through process improvements and efficiencies.
- Support and facilitate both employees and sales reps onboarding and development process.
- Process owner for training and knowledge bank of various business tools (i.e. Endress.com, Service Portal, Applicator, Asset Central Viewer, Rep Toolbox) for customers, reps, and Endress Hauser.
- Champion the adoption of digital business across internal and representative teams, and customers.
- Manage, support, and direct the processes for successful fulfillment of an order.
- Act as the escalation pathway for complaint management and internal nonconformity cases for resolution.
- Manage customer experience cases and drive to root cause analysis.
- Implement customer feedback to improve overall experience and prevent issues from occurring.
- Support the rep sales lead management program.
What do we expect from you?
You will have (required):
- Bachelor’s or Associate’s degree in a technical field, Business, or Education
- 2 years of related experience
- Acts independently and on own initiative
- Critical thinking and problem-solving skills
- Ability to travel up to 20-25% as needed
- Ability to organize and manage projects
You may have (preferred):
- Actively seeks information to understand customer circumstances, problems, expectations, and needs
- Ability to effectively present information in a clear and organized manner, and respond professionally and appropriately to questions of managers, reps, and customers
- Ability to work and make informed decisions independently and on own initiative
- Demonstrates trust, respect, and support for others, fostering teamwork and a collaborative spirit
- Builds and maintains strong, trustworthy business relationships, leveraging long-term partnerships to achieve collective success
- Prioritizes the customer perspective in business decisions by actively seeking to understand customer needs and problems, initiating solutions based on this understanding, and implementing feedback to enhance the overall experience and prevent future issues.
What can you expect from us?
- Family-owned, friendly, and highly committed company
- Tuition reimbursement and a wide range of development opportunities
- Comprehensive benefits package which includes medical, dental and vision
- Competitive compensation and bonus opportunities
- Generous paid time off
- Life insurance and 401(k) savings with company match Full-service café, fitness center, and health clinic (in Greenwood, IN)
Endress Hauser is an equal opportunity employer and does not discriminate on the basis of any protected classification including protected veteran and disability status.