Associado Sr, Operações de Serviço de Campo (Latam)

JOB PURPOSE:

This role supports the LATAM Technical Services team by managing cross-regional processes to ensure standardization and operational alignment. Its primary focus is identifying improvement opportunities in critical areas that directly impact the regions gross margins such as maintaining healthy trunk stock levels and overseeing parts shipments and returns in alignment with global processes and targets (TGT). Additionally the role prioritizes the management of incentive plans and supports product launches across the region.

The role also assists with service-related event planning and provides administrative support to the regional team.

KEY RESPONSIBILITIES:

Spare Parts Processes:

• Facilitate alignment across affiliates to ensure consistent spare parts management practices.
• Ensure trunk stock accuracy and spare parts availability through regular clean-up and monitoring.
• Track delivery-related IDoc issues and collaborate with country-level stakeholders to address and resolve IDoc discrepancies.
• Enhance end-to-end return processes by monitoring RMA and scan table data.
• Coordinate with TS and warehouse stakeholders to complete local return procedures.
• Conduct monthly tracking and reporting of return volumes to identify improvement opportunities.

Incentive plan and regional KPIs support

• Manage and consolidate Technical Services LATAM incentive plans ensuring accurate calculations and performance data submission.
• Review and validate results with stakeholders resolving dashboard inconsistencies and ensuring transparency.
• Support process improvement initiatives to optimize and streamline incentive calculations across the region.
• Calculate KPIs for regional recognition programs such as Top Performers and Best in Class awards.

New product launch support across the LATAM countries:

• Coordinate the onboarding and forecast of new spare parts including activation costing pricing and documentation.
• Forecast tooling requirements to support new equipment in the field.
• Manage the activation and pricing of service contract codes.
• Ensure availability and accuracy of symptom codes for new equipment.
• Collaborate with RPO and Technical Support teams to review and validate master data in SAP and ServiceMax.
• Verify correct configuration of parent and child part codes.
• Ensure availability of symptom codes and proper mapping of tools in ProntoForms
• Assignedprojects.
• Consolidate regional tool inventory and analyze usage efficiency in relation to the number of field engineers and installed base per country.
• Support with event planning for Regional Service Meetings.
• Support toLATAM Field Operation Manager and Regional Head on administrative requirements.
• Support with additional KPIs analysis and consolidation.
• Support with Regional communications.
• Assist in onboarding new team members ensuring they have a deep understanding of key processes.

REQUIREMENTS:

• Minimum 3 years of experience in operations or administrative roles.
• Knowledge in CRM (Salesforce) and ERP (SAP)
• Excellent MS office skills (Excel Power Point Teams)
• Bachelor of Engineer or Administration.
• Fluency in English proficiency in Spanish is an advantage

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