Business Analyst - Customer Service

Sub-Zero Group, Inc.; Madison (WI); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Health plans

401(k) savings

On-site clinic

Education assistance

EV charging

Parental leave

Job summary

Sub-Zero Group, Inc. in the Madison area seeks a Business Analyst - Customer Service to translate customer insights into actionable requirements, define acceptance criteria, and specify reporting needs to improve service experiences for customers, service teams, and field partners.

You will collaborate with engineering, IT, and data teams to establish scope, prioritize work, and support new product launches and connected device initiatives.

Qualifications

• Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
• Ability to support and present to stakeholders
• Strong problem-solving and data collection skills
• Ability to work independently and as part of a team
• Strong communication skills and customer-service orientation

Responsibilities

• Establish KPIs to measure effectiveness of business decisions for connected products, applications, and experiences.
• Identify opportunities to reduce warranty costs and improve customer experience using connected data and feedback.
• Collaborate with engineering, IT, and data teams to maximize customer service value.
• Ensure service applications and user experiences support new product launches.
• Meet Customer and Field Service needs for all connected initiatives.
• Provide status reports, change requests, and requirements documentation.
• Escalate issues within project teams and departments.
• Prioritize work against ROI and guiding principles.
• Engage with Customer Service, Field Service partners, and leadership to deliver features.

Education

Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field

Job description

Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in the world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.

Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

Primary Responsibilities:

The Business Analyst - Customer Service role is responsible for identifying and defining requirements, establishing acceptance criteria, and determining reporting needs to ensure that business objectives align with technology solutions and enhance customer experience opportunities for Sub-Zero Group customers, Customer Service teams, and Field Partners. This is achieved through a combination of data analysis, collaboration, and understanding the voice of the customer. This position will play a critical role in establishing scope, documenting needs and requirements, identifying priorities, building plans and leading projects for connected service applications and user experiences. The primary responsibilities of the role include:

• Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
• Identify the best opportunities, using connected data and user feedback, to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
• Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
• Ensure connected appliance service applications and user experiences are prepared to support new product launch.
• Ensure Customer and Field Service needs are met for all corporate connected initiatives.
• Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
• Escalate connected project and process issues appropriately within various project teams and across departments.
• Prioritize and scope work against the return on investment and guiding organizational principles.
• Engage with the Customer Service team, Field Service partners, and business leaders to uncover issues and needs to deliver effective features for connected products and applications.

Required Qualifications:

• Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
• Ability to support and present to stakeholders.
• Strong problem-solving and data collection skills.
• Ability to work independently and as part of a team.
• Strong communication skills and customer-service orientation.

Preferred Qualifications:

• Continuous Improvement experience (LEAN, Six Sigma, or Similar).
• Knowledge of customer data platforms, ERP, and CRM.
• Some knowledge and understanding of connected devices, internet of things (IoT).
• Strong mechanical and technical aptitude.
• Experience developing and/or supporting mobile applications

We value our employees by providing:

• Competitive compensation based on skills
• Industry leading health, dental, and vision plans
• Generous 401 (K) savings and profit sharing
• On-site UW Health clinic, fitness center, and walking paths
• Education assistance and internal training programs
• Electric vehicle charging
• Maternity & paternity leave

This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.