Business Analyst, Senior

Zebra Technologies; Penang; Hybrid; MYR 80,000 - 110,000; Full time

Job summary

A prominent technology solutions provider in Penang is seeking a Senior Service Specialist to oversee service provider‑managed repair depots. This hybrid role involves monitoring KPIs, managing escalations, and driving operational excellence through data-driven decision-making. Candidates should have a Bachelor's degree and 7+ years in Supply Chain or Repair Operations, with strong analytical, communication, and project management skills. Join a culture of innovation and collaborative improvements with meaningful global impact.

Qualifications

• 7 years or more in Supply Chain Operations or Repair Operations.
• Skilled at interpreting complex datasets and translating data into actionable improvements.
• Deep understanding of process optimization and quality management.

Responsibilities

• Oversee operational performance of service provider‑managed repair depots.
• Act as a communication bridge between internal teams and service providers.
• Lead initiatives for service improvement through data analysis.

Skills

Analytical skills

Communication skills

Operational Excellence

Project Leadership

Data Management

Depot repair operations knowledge

Education

Bachelor's degree

Tools

Excel

Power BI

Job description

Remote Work: Hybrid

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward‑thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally.

Come make an impact every day at Zebra.

The Senior Service Specialist serves as the operational interface between Zebra Technologies and its third‑party service provider (CTDI), which oversees Zebra’s multiple in‑country repair depots across the APAC region. The role is responsible for monitoring depot performance, managing KPIs, resolving escalations, ensuring SLA compliance, and driving operational excellence through structured governance, data insights, and process alignment.

Responsibilities

• Oversee the operational performance of Service provider‑managed repair depots across multiple countries, ensuring service delivery meets KPIs, SLAs, and contractual obligations.
• Act as a key communication bridge between Zebra internal teams and service providers, ensuring clear alignment on objectives, performance expectations, and escalation outcomes.
• Lead operational excellence initiatives by applying data‑driven analysis to identify process gaps, improve repair efficiency, and enhance service quality.
• Manage and interpret operational data using structured dashboards and performance reports to drive fact‑based decision‑making and business insights.
• Lead service improvement or transformation projects, applying project‑management discipline to ensure timely and effective delivery.
• Collaborate cross‑functionally with supply chain, quality, and engineering teams to embed continuous improvement, cost optimization, and service reliability into daily operations.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.

Qualifications

• Bachelor’s degree
• 7 years or more, preferably in a Supply Chain Operations or Repair Operations role
• Highly Analytical: Skilled at interpreting complex datasets, trend analysis, and translating data into actionable service improvements
• Strong Communicator: Strong written and verbal communication; capable of influencing cross‑functional and leadership teams
• Operational Excellence Mindset: Deep understanding of process optimisation, quality management, and lean service design. Lean Six Sigma Green Belt preferred
• Project Leadership: Proven ability to lead end‑to‑end initiatives using structured project management methodologies (Six Sigma/PMP)
• Data Management Proficiency: Skilled in data organization, dashboard creation (Excel / Power BI), and performance monitoring
• Solid understanding of depot repair operations and service logistics. Familiarity with SLA governance, service contracts, and operational audits
• Solid professional work behaviours – Time management, responsive, self‑driven, collaborative. Local language requirement may also apply; Chinese language skills preferred

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask you to provide personal identifying information via e‑mail or outside of the system. If you are a victim of identity theft contact your local police department.