Service Operations Data Analyst (ERP & Process Improvement)

Cleveland Brothers Equipment Co; Murrysville (Westmoreland County); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Profit sharing

Job summary

Cleveland Brothers Equipment Co., Inc. is seeking a Business Analyst – Service Operations to sit onsite at our Murrysville branch.

You will support service operations coordinators, supervisors, and managers by developing reports, dashboards, and policies to drive productivity and customer satisfaction. You will collaborate across departments, administer policies, audit service metrics, and train users on Dynamics 365 ERP and other modern systems, helping the organization adopt new processes and

Qualifications

• Bachelor's Degree or 2+ years Caterpillar dealer service experience.
• Strong typing and computer skills.
• Advanced proficiency in Microsoft Office Suite, especially Excel.
• Excellent verbal and written communication skills, including the ability to communicate clearly in person, by phone, through email, and through Teams meetings.
• Strong ability to build, track, modify, and interpret operational reports and utilization metrics.
• Advanced Excel skills, including formulas, pivot tables, data analysis, and report development; Power BI or Power Query experience preferred.
• Experience with Dynamics 365 ERP or other modern ERP platforms.
• Experience with ADP or similar timekeeping platforms.
• Proficiency with AI tools and the ability to use them responsibly to improve reporting, process efficiency, communication, documentation, and daily workflow.

Responsibilities

• Collaborates in the development and implementation of organization policies, practices, procedures, and attainment of operating goals.
• Reviews, analyzes, and prepares reports, records, dashboards, and operational data with the Service Operations Manager to support planning, decision-making, and continuous improvement activities.
• Communicates with departments and maintains effective working relationships to identify service needs.
• Administers service policy and assists in making needed changes or creating new policies.
• Maintain and audit service sell rates, service call metrics, and standard operating processes across service divisions.
• Analyze service operational data to identify trends, process gaps, and improvement opportunities related to productivity, profitability, work order flow, and customer satisfaction.
• Support and train new users on Dynamics 365 ERP or other modern ERP systems, as well as new policies and procedures.
• Serve as SME for employees as it relates to service processes, policies, and procedures.
• Develop, maintain, and update standard operating procedures, process maps, training materials, and reference guides for service operations.
• Support outside vendors on system implementation, issue resolution, process changes, testing, and user acceptance validation.
• Support change management efforts by communicating process changes, gathering field feedback, training users, and helping drive adoption across service and back-office teams.
• Collaborate with Caterpillar Product Support Operations Representatives on data requests, policy changes, and new initiatives.
• Perform any other duties necessary to improve customer satisfaction, operations, and profitability.

Skills

Analytical thinking

Communication skills

Attention to detail

Learning agility

Cross-department collaboration

Education

Bachelor's Degree or 2+ years Caterpillar dealer service experience

Tools

Dynamics 365 ERP

Microsoft Excel

Power BI

ADP timekeeping

Office 365 / MS Office

Job description

Cleveland Brothers Equipment Co., Inc. is seeking a Business Analyst – Service Operations to sit onsite at our Murrysville branch.

You will support service operations coordinators, supervisors, and managers by developing reports, dashboards, and policies to drive productivity and customer satisfaction. You will collaborate across departments, administer policies, audit service metrics, and train users on Dynamics 365 ERP and other modern systems, helping the organization adopt new processes and