Business Analyst - Customer Service

Sub-Zero Group, Inc.•Fitchburg, WI

5d•Onsite

About The Position

Sub-Zero, Wolf, and Cove, a leading manufacturer of luxury kitchen appliances, is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in the world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability. Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

Requirements

Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
Ability to support and present to stakeholders.
Strong problem-solving and data collection skills.
Ability to work independently and as part of a team.
Strong communication skills and customer-service orientation.

Nice To Haves

Continuous Improvement experience (LEAN, Six Sigma, or Similar).
Knowledge of customer data platforms, ERP, and CRM.
Some knowledge and understanding of connected devices, internet of things (IoT).
Strong mechanical and technical aptitude.
Experience developing and/or supporting mobile applications

Responsibilities

Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
Identify the best opportunities, using connected data and user feedback, to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
Ensure connected appliance service applications and user experiences are prepared to support new product launch.
Ensure Customer and Field Service needs are met for all corporate connected initiatives.
Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
Escalate connected project and process issues appropriately within various project teams and across departments.
Prioritize and scope work against the return on investment and guiding organizational principles.
Engage with the Customer Service team, Field Service partners, and business leaders to uncover issues and needs to deliver effective features for connected products and applications.