Senior Service Experience Specialist

Job Description The Senior Service Experience Specialist leads reporting and analytics that improve BraunAbility’s product quality, service performance, dealer programs, and customer experience. This role turns service, warranty, dealer, and customer data into clear dashboards, performance reporting, and actionable insights. This role helps BraunAbility communicate service expectations, technology readiness, and improvement priorities across commercial/fleet and consumer dealer channels. Job Description: Senior Service Experience Specialist Working closely with Aftersales, Field Service, Dealer Training & Resources, Engineering, Quality, and Customer Care, this role identifies trends, supports dealer readiness, and helps drive continuous improvement. Essential Functions Develop and maintain dashboards, scorecards, dealer performance packages, and recurring reports using Power BI, Sisense, SQL, or other approved tools. Analyze data from technical cases, warranty claims, PDIs, customer feedback, recalls, dealer programs, and related systems to identify performance trends, risks, and improvement opportunities. Segment data by product, dealer, channel, and region to identify commercial/fleet and consumer service-performance differences. Monitor adoption, utilization, escalation patterns, and resolution quality for AI-assisted diagnostic tools such as ServiceCompanion; identify training and process‑improvement opportunities. Support new‑product launches and significant product changes by tracking early service trends, failure patterns, dealer readiness, and emerging quality concerns. Create dealer‑specific performance and readiness packages for Field Service Engineers and Field Service Managers to support productive dealer visits and follow‑up actions. Partner with Dealer Training & Resources to identify training needs based on recurring service issues, technician readiness, and dealer performance data. Support dealer programs, including Service Scorecards and the Service Technician Education and Professional Program (STEPP). Coordinate reporting and documentation related to recalls, service bulletins, dealer communications, and required compliance activities. Maintain documentation for key performance indicators, data sources, reporting definitions, and business rules. Perform other duties as assigned. Knowledge, Skills, Abilities Strong analytical, problem‑solving, communication, and presentation skills. Ability to work with large, multi‑source datasets and translate findings into practical recommendations. Proficiency in Power BI, Sisense, or a comparable business intelligence platform, including dashboard design and report maintenance. Advanced Microsoft Excel skills and demonstrated SQL proficiency. Knowledge of data quality, reporting controls, KPI definitions, and documentation practices. Ability to manage multiple priorities, work independently, and collaborate effectively across teams. Familiarity with Salesforce, Epicor, Connect+ Dealer Portal, warranty, PDI, RMA, or related aftersales systems preferred. Knowledge of BraunAbility products or the ability to develop product knowledge quickly. Minimum Requirements High school diploma or GED required; bachelor’s degree in a related field preferred. An equivalent combination of education and/or related work experience equal to 4 years will also be considered Relevant experience in reporting, data analytics, business intelligence, service operations, warranty, quality, or a related field preferred. Demonstrated proficiency in Power BI, SQL, Sisense, or a comparable business intelligence platform, preferred. Equivalent combinations of education, training, and relevant experience may be considered. BraunAbility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr BraunAbility