Senior Service Operations Engineer

The Senior Service Operations Engineer is part of the Global Instrument Services team within the 10x Commercial organization. This individual is responsible for the development, management and optimization of processes and technologies critical to the delivery of field service and support for our customers. Additionally, this role ensures the consistent, high-quality training of our 10x Field Service Engineers (FSEs) and global distributor partners. This role involves developing and implementing operational processes and capabilities, designing and coordinating the delivery of training programs, and driving initiatives to enhance customer satisfaction, service efficiency and business impact. The ideal candidate for this dual-role will possess a strong background in service operations, process development, training coordination and delivery, as well as a proven ability to initiate and manage technical projects to successful conclusions.

Job Activities:

• Define, develop, implement, and optimize Operations processes critical to the delivery of Field Service; like tooling definition and calibration, spare part release, Billable Service Products management, Engineering Change Order (ECOs) implementation and approval processes, service bulletin development, etc.
• Partner with other internal organizations to develop and coordinate the delivery of comprehensive training programs for 10x Field Service personnel and our affiliated distributors; including onboarding, product knowledge, technical skills, and customer service excellence.
• Lead efforts to institutionalize the adoption and utilization of AI tools and techniques to drive Service and Support efficiencies and impact
• Manage Service Lab resources and equipment as well as oversee the expansion of service lab capabilities into other regions/countries
• Conduct needs assessments to identify training gaps and develop targeted training solutions.
• Create and maintain training materials and records; including manuals, LMS (Learning Management System) modules, and multimedia resources.
• Develop and maintain knowledge bases and documentation related to service processes and training materials, including mixed media (on demand video training, etc.).
• Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, and make continuous improvements.
• Monitor service performance metrics, identify areas for improvement, and implement corrective actions.
• Collaborate with cross-functional teams, including Operations, Product Development, and Customer Support, to ensure alignment of service operations and training initiatives.
• Maintain alignment with 10x's Commercial Training teams and leadership on the professional development of the service training function and that of future service trainers.
• Mentor other acting training staff; providing guidance and support to enhance their skills and effectiveness.
• Regularly attend local customer service visits with our FSEs; evaluating knowledge and evolving our training program curriculum based on field experience and real-world practices.
• Manage training budgets and resources effectively.
• Lead projects to implement new service technologies or processes; including the adoption and implementation of AI-based solutions to enhance the business and organization's impact.
• Act as a point of escalation for complex service issues, providing expert guidance and resolution.
• Ensure compliance with relevant regulations and industry standards.
• Accountable for the coordination, management, and implementation of all training class deliverables by trainers (RPS/Specialists/etc)

Experience Requirements:

• Bachelor's degree in a relevant field such as Business Administration, Operations Management, Education, or a related technical discipline.
• Minimum of 5-7 years of experience in service operations, with a focus on process development and improvement/optimization.
• Minimum of 3-5 years of experience in designing, developing, and delivering technical training programs.
• Experience with the current landscape of AI tools and technologies and how they may be leveraged to drive organizational capabilities
• Track record of successfully developing and implementing technical training programs.
• Strong understanding of adult learning principles and instructional design tools and methodologies.
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Proficiency with enterprise SASS solutions like: Salesforce, Oracle, PLMs, Content Management/Enablement platforms, as well as training authoring tools and learning management systems (LMS).
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to lead and manage projects effectively.

Preferred Skills:

• Experience in a supervisory or mentoring role is preferred.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Industry certifications related to service management (e.g., ITIL) or training (e.g., CPTD) are a plus.

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