Field Service Program Specialist

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    "ExternalDescriptionStr": "<p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">The<strong> Field Service Program Specialist</strong> partners with the <strong>Corporate Field Service Manager</strong> to provide operational governance for third-party field service providers and technicians. This role acts independently to set day-to-day priorities, lead complex issue resolution, and drive consistent performance to established standards, SLAs, and customer experience expectations. The Specialist proactively identifies risks and trends, coordinates cross-functional response plans, and drives measurable service improvements through data-based insights, process standardization, and provider performance management.</span></span></p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><i><span style=\"font-size: 10.5pt;\">This role supports third-party provider lifecycle management, service quality governance, and continuous improvement initiatives, and independently leads routine-to-moderate escalations, performance follow-up, and stakeholder reporting. The Specialist builds and maintains KPI definitions and reporting standards, and supports strategic planning by preparing insights, trends, and recommended actions.</span></i><span style=\"font-size: 10.5pt;\">&nbsp;</span></span></p>",
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identify and escalate chronic performance concerns to the Corporate Field Service Manager.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Performance Tracking &amp; Reporting</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Create and implement KPI frameworks, definitions, and measurement methods that support overall service excellence; establish reporting logic and data quality checks to ensure consistent, trusted metrics across providers.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Develop and maintain performance scorecards, dashboards, and recurring reports; synthesize trends into clear insights (leading indicators, risks, root-cause themes) and present findings and recommendations to the Corporate Field Service Manager and key stakeholders to enable timely decisions.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Analyze variances and emerging risks in provider performance and customer experience data; define problem statements, initiate appropriate escalation paths, and coordinate corrective actions with providers and internal partners to restore performance.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Service Quality &amp; Compliance Support</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Lead risk-based provider audits and documentation reviews; define audit checklists/criteria, document findings, and communicate results to the Corporate Field Service Manager.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Drive remediation plans resulting from audits or performance reviews, including corrective/preventive actions, due dates, and verification of effectiveness through follow-up reviews and metric validation.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Monitor and support compliance with safety regulations and internal service standards; identify compliance risks, initiate corrective actions, and escalate significant concerns to the Corporate Field Service Manager.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Operational Coordination</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Own the intake and governance of service escalations, including severity definitions, action plans, timelines, and stakeholder communications; lead cross-functional resolution for complex cases and ensure documented root-cause and prevention actions through closure.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Create and maintain coverage maps, capacity models, and forecasting tools; identify gaps and constraints, and provide data-based recommendations to optimize provider coverage and response capacity.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Own the review and validation of supplier invoices (labor, parts, and fees), partnering with Finance/Procurement to resolve discrepancies and ensure spend aligns to contracted rates and cost targets.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Continuous Improvement Support</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Identify process gaps and recurring issues using data, field feedback, and escalation themes; develop and implement solutions, standard work, and controls that reduce rework and improve service outcomes.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Support cost optimization and efficiency initiatives through analysis, opportunity sizing, and benefits tracking; surface insights and recommendations to leadership.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Lead change adoption for updated processes, tools, and best practices, including communications, training/enablement, and feedback loops to ensure sustained implementation.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Evaluate coverage and capacity needs and develop recommendations for expanding or adjusting the provider network to improve service coverage, response capacity, and customer experience; support manager-led provider business reviews with analysis and insights.</span></span></li></ul>",
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identify and escalate chronic performance concerns to the Corporate Field Service Manager.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Performance Tracking &amp; Reporting</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Create and implement KPI frameworks, definitions, and measurement methods that support overall service excellence; establish reporting logic and data quality checks to ensure consistent, trusted metrics across providers.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Develop and maintain performance scorecards, dashboards, and recurring reports; synthesize trends into clear insights (leading indicators, risks, root-cause themes) and present findings and recommendations to the Corporate Field Service Manager and key stakeholders to enable timely decisions.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Analyze variances and emerging risks in provider performance and customer experience data; define problem statements, initiate appropriate escalation paths, and coordinate corrective actions with providers and internal partners to restore performance.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Service Quality &amp; Compliance Support</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Lead risk-based provider audits and documentation reviews; define audit checklists/criteria, document findings, and communicate results to the Corporate Field Service Manager.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Drive remediation plans resulting from audits or performance reviews, including corrective/preventive actions, due dates, and verification of effectiveness through follow-up reviews and metric validation.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Monitor and support compliance with safety regulations and internal service standards; identify compliance risks, initiate corrective actions, and escalate significant concerns to the Corporate Field Service Manager.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Operational Coordination</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Own the intake and governance of service escalations, including severity definitions, action plans, timelines, and stakeholder communications; lead cross-functional resolution for complex cases and ensure documented root-cause and prevention actions through closure.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Create and maintain coverage maps, capacity models, and forecasting tools; identify gaps and constraints, and provide data-based recommendations to optimize provider coverage and response capacity.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Own the review and validation of supplier invoices (labor, parts, and fees), partnering with Finance/Procurement to resolve discrepancies and ensure spend aligns to contracted rates and cost targets.</span></span></li></ul><p style=\"line-height: 15pt;\">&nbsp;</p><p style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 13.5pt;\"><strong>Continuous Improvement Support</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Identify process gaps and recurring issues using data, field feedback, and escalation themes; develop and implement solutions, standard work, and controls that reduce rework and improve service outcomes.</span></span></li><li style=\"line-height: 15pt;\"><span style=\"font-family: &quot;Segoe UI&quot;, sans-serif;\"><span style=\"font-size: 10.5pt;\">Support cost optimization and efficiency initiatives through analysis, opportunity sizing, and benefits tracking; 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