Advanced Service Delivery Specialist-TCA

Job description

Job Description Summary Advanced Service Delivery Specialist is responsible for execution of customer satisfaction, feedback and survey processes in TCA. Service Delivery Specialist will drive customer problem and complaint escalation processes by working closely with multifunctional teams and communicating with customer. Job Description: Roles and Responsibilities: Key responsibilities/essential functions include: - Service Delivery Process & Continuous Improvement - Lead continuous improvement initiatives by defining, deploying, and managing wing-to-wing (W2W) Service Delivery process improvement projects. - Ensure alignment, adoption, and compliance with Service Delivery standard work and SOPs across teams. - Revisit, refine, and reinforce existing Service Delivery processes to improve efficiency, quality, and consistency. - Facilitate communication and alignment between regional teams, LCTs, and cross-functional partners on process changes and initiatives. - FMI & Regulatory Management - Own and oversee Field Modification Instruction (FMI) execution, ensuring timely closure, regulatory compliance, and effective tracking. - Monitor long-open FMI actions and jobs, driving resolut...