Service Operations Analyst (Graduate Trainee)

Beschreibung:

Position Summary
We are seeking a data-driven university graduate to join our Customer Service team. As a Service Operations Analyst, you will monitor, analyze, and optimize our end-to-end repair processes. Working alongside an experienced specialist (your Mentor!), you will dive into operational data, identify performance bottlenecks, and collaborate across teams to ensure efficiency and high customer satisfaction.

Role and Responsibilities

Key Responsibilities:
Data Analysis & Reporting: Conduct deep-dive analysis into repair cycles, identify structural weaknesses in the service chain, and produce weekly analytical reports with strategic recommendations for management.
Process Monitoring: Perform daily tracking of pending service cases to ensure turnaround time (TAT) targets are met and to prevent bottlenecks in real time.
Cross-Functional Coordination: Collaborate directly with Authorized Service Centers (ASCs), logistics partners, and internal departments to eliminate delays.
System & Support: Ensure data accuracy (symptom codes, product info) in our internal enterprise systems and provide real-time tracking support to the Contact Center.

Skills and Qualifications

Requirements:
* Degree in Industrial Engineering, Business Management, or a related field- completed in the past 12 months
* High proficiency in Excel (VLOOKUP, Pivot Tables, advanced formulas)
* Independent, ambitious, a creative problem solver, and an excellent team player with strong communication skills.
* Full professional proficiency in both Hebrew and English.
* Previous experience in service tracking, logistics coordination, or back-office operations

* This is a one-year program with the possibility of extension based on the company's needs and graduate performance.

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