Business Analyst - Service Operations

Cleveland Brothers Equipment Co•Murrysville, PA

1d•Hybrid

About The Position

Under the direction of the Service Operations Manager, this position provides support to service operations coordinators, supervisors, managers, and back-office departments.

Requirements

Bachelor's Degree or 2+ years of Caterpillar dealer service experience
Strong typing and computer skills
Advanced proficiency in Microsoft Office Suite, especially Excel
Excellent verbal and written communication skills, including the ability to communicate clearly in person, by phone, through email, and through Teams meetings
Strong ability to build, track, modify, and interpret operational reports and utilization metrics
Advanced Excel skills, including formulas, pivot tables, data analysis, and report development
Experience with Dynamics 365 ERP or other modern ERP platforms
Experience with ADP or similar timekeeping platforms
Proficiency with AI tools and the ability to use them responsibly to improve reporting, process efficiency, communication, documentation, and daily workflow
High attention to detail with a strong commitment to data accuracy, documentation quality, and follow-through
Strong analytical and problem-solving skills, with the ability to identify root causes and recommend practical process improvements
Ability to work effectively across departments, influence without direct authority, and translate operational needs into practical process or system improvements
Demonstrate ability to learn and master various software systems that are key tools to perform duties
Primarily office-based role requiring regular use of a computer, phone, and collaboration tools
Must be willing and able to visit branch locations, service departments, and operational work areas as needed
Must be able to read and comprehend information from computer terminals, reports, memos
Must be willing to travel to other branch locations if needed

Nice To Haves

Power BI or Power Query experience preferred

Responsibilities

Collaborates in the development and implementation of organization policies, practices, procedures, and attainment of operating goals
Reviews, analyzes, and prepares reports, records, dashboards, and operational data with the Service Operations Manager to support planning, decision-making, and continuous improvement activities
Communicates with departments and maintains effective working relationships to identify service needs
Administers service policy and assists in making needed changes or creating new policies
Maintain and audit service sell rates, service call metrics, and standard operating processes across service divisions
Analyze service operational data to identify trends, process gaps, and improvement opportunities related to productivity, profitability, work order flow, and customer satisfaction
Support and train new users on Dynamics 365 ERP or other modern ERP systems, as well as new policies and procedures
Serve as SME for employees as it relates to service processes, policies, and procedures
Develop, maintain, and update standard operating procedures, process maps, training materials, and reference guides for service operations
Support outside vendors on system implementation, issue resolution, process changes, testing, and user acceptance validation
Support change management efforts by communicating process changes, gathering field feedback, training users, and helping drive adoption across service and back-office teams
Collaborate with Caterpillar Product Support Operations Representatives on data requests, policy changes, and new initiatives
Perform any other duties necessary to improve customer satisfaction, operations, and profitability