Technical Support Process Improvement Specialist

The Technical Support Process Improvement Excellence role is responsible for driving operational efficiency and effectiveness within Technical Support operations by identifying, developing, and implementing process improvements.

This role ensures alignment with global objectives and facilitates the standardization and optimization of Technical Support processes, tools, and best practices.

A key aspect of this role is spending time with the Technical Support Specialist to observe technical support operations firsthand, identify inefficiencies, and collaborate with frontline teams to implement improvements.

The position requires strong collaboration with Technical Support Managers, regional teams, and cross-functional stakeholders to achieve sustainable improvements that enhance service delivery and customer satisfaction.

Key Responsibilities

• Analyze and identify opportunities for improvement in Technical Support, focusing on efficiency, effectiveness, and customer satisfaction.
• Define, document, and continuously improve Technical Support processes to ensure consistency and alignment with organizational goals.
• Collaborate with the Technical Support Operational Performance team to integrate process enhancements with relevant systems and tools.
• Act as the go-to person for Technical Support process optimization, ensuring the correct use of applications and tools.
• Develop and maintain the Technical Support process framework, ensuring it aligns with the global strategy and best practices.
• Translate Technical Support strategy and principles into actionable process improvements and application requirements.
• Lead and participate in cross-functional projects to drive process improvement initiatives and best practice sharing across regions.
• Work closely with Technical Support Managers to collect feedback, monitor process effectiveness, and drive continuous improvement efforts.
• Promote a culture of operational excellence and continuous improvement within the Technical Support community.

Experience and Education

• Bachelor's degree in Business, Engineering, or a related field.
• Minimum of 5 years of experience in Technical Support, process improvement, or a related role.
• Proven experience in driving process improvements and operational efficiency initiatives within a global organization.
• Strong understanding of Technical Support management processes and applications (e.g., Nexus, PLM, …).
• Experience in leading and implementing process optimization projects.
• Excellent communication and collaboration skills.
• Strong analytical and problem-solving capabilities.

Knowledge and Skills

• Strong project management skills to oversee multiple process improvement initiatives.
• Deep understanding of Technical Support, tools, and best practices.
• Ability to work across different cultures and business environments.
• Proficiency in process mapping and improvement methodologies (e.g., Lean, Six Sigma).
• Excellent stakeholder management and influencing skills.
• High adaptability and flexibility in a dynamic business environment.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and data analysis tools.

Travel Requirements

• Up to 25% travel may be required based on project needs and business priorities.

Marel is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply. Applicants must be legally authorized to work in the United States on a full-time basis. Marel will only sponsor applicants for the following visas: H-1B transfer, L-1A, L-1B

For more information contact: eric.barre@marel.com