Service Delivery Specialist

Job Description Summary

A dedicated and experienced Service Delivery Specialist will oversee all aspects of non‑listed items (NLI) within our organization. Responsibilities include managing NLI cases, ensuring exceptional customer satisfaction, optimizing productivity, driving cost efficiencies, and maintaining high‑quality work standards from suppliers. The role also involves active participation in the Field Modification Instruction (FMI) process and providing support to NLI Field Engineers as required.

Additionally, the Vendor Management Specialist will play a pivotal role in enhancing operational performance through data‑driven insights and process improvements.

• NLI Case Management:
  Efficiently handle all NLI‑related cases, addressing customer inquiries and concerns, and collaborating closely with internal teams and suppliers for timely resolutions.
• Customer Satisfaction:
  Continuously improve customer satisfaction by minimizing downtime for NLI cases and enhancing communication and responsiveness.
• Productivity Optimization:
  Develop and implement initiatives to streamline processes, reduce response times, and enhance overall efficiency in NLI case management.
• Cost Efficiency:
  Identify opportunities for cost savings and efficiencies in NLI management processes, negotiating favorable terms with suppliers while ensuring quality.
• Quality Assurance:
  Ensure that supplier‑performed work meets rigorous standards, monitor quality, and implement corrective actions as needed.
• Dashboard Development:
  Create and maintain performance dashboards to measure key metrics, track progress, and identify areas for improvement.
• Process Improvement:
  Analyze NLI management workflows, identify bottlenecks, and propose and implement process improvements.
• FMI Process Support:
  Assist in managing the FMI process, collaborating with stakeholders to accurately identify and source materials required in the field.
• NLI Field Engineer Support:
  Provide timely and expert support to NLI Field Engineers for complex challenges, ensuring seamless operations.
• Master Planning:
  Lead planning and follow‑up of Preventive Maintenance (PM), FMI, Installation, Option & Upgrades (O&U), and helium refill operations.

• Bachelor’s degree in Industrial Engineering, supply chain management, or a related engineering field (or equivalent work experience).
• Minimum 2 years of experience in vendor management, procurement, or supply chain roles focusing on non‑listed items.
• Strong negotiation and communication skills, building productive relationships with suppliers and internal teams.
• Analytical mindset leveraging data for decision‑making and process improvements.
• Proficiency in creating and utilizing performance dashboards and metrics.
• Exceptional problem‑solving abilities and capacity to manage multiple tasks simultaneously.
• Familiarity with FMI processes is a plus.
• Detail‑oriented with commitment to high quality standards.
• Strong organizational skills in a fast‑paced, dynamic environment.
• Proficiency in Microsoft Office Suite and data analysis tools.
• Willingness to adapt to changing priorities and business needs.

• Green Belt / Black Belt certified or familiar with Six Sigma concepts and tools.
• Knowledge of ISO 13485 and CE Mark requirements.

Relocation Assistance Provided:
No