Role Description The Process Improvement Specialist will lead initiatives to optimize operational efficiency through data-driven solutions that enhance service delivery and customer satisfaction. They will serve as a liaison between corporate initiatives and field operations, collaborating with branch leadership to ensure practical and effective implementation across the service organization. Pay Range: $79,000 - $111,000. This pay range is a nationwide market range and represents a broad range of compensation for this role across the country. The final offer for this position will be determined by factors including geographic location, experience, skills and education. Work Location/Travel: This role is fully remote with roughly 70% domestic travel required. Key Responsibilities - Lead process improvement activities across multiple locations within our lead to cash processes. - Partner with branch leadership to understand local market needs, challenges, and operational constraints, to develop and implement best practice operational models across service organization. - Collaborate with service managers and their teams to enhance scheduling systems and reduce response times for emergency repairs. - Analyze current service workflows and procedures across inspection, maintenance, testing, and repair operations to identify bottlenecks/opportunities and deliver improvement results. - Develop, document, and implement standardized procedures to enhance technician productivity and service quality, utilizing best in class service procedures, ensuring consistency and compliance with NFPA standards. - Create standardized workflows for common service procedures across service divisions. - Create and maintain KPIs for service delivery, including but not limited to technician productivity, inventory turnover, revenue per service hour, first-time completion rates, callbacks, customer satisfaction, etc. - Design and implement resource optimization strategies to improve technician utilization and route efficiency, utilizing GPS tracking and historical service data. - Design, lead, and deliver effective training programs for service coordinators and technicians on new processes and procedures. - Lead continuous improvement initiatives using Lean/Six Sigma methodologies to reduce waste and increase operational efficiency across our branch network. - Lead our change management processes which enable successful changes, improves our communication, and delivers stakeholder buy-in and engagement. - Establish quality control measures for inspection and testing documentation to ensure accuracy and completeness. - Work with Hiller’s Business Application teams to optimize mobile technology usage for field technicians and improve real-time data collection, reducing paperwork and improving data accuracy. - Work with other cross-functional teams to ensure process changes align with business objectives. - Train employees including new acquisitions on best practices, system application, & Hiller’s SOP where required. - Other duties as assigned by management. Qualifications - Bachelor's degree in Industrial Engineering, Operations Management, or related field. - 5+ years of experience in process improvement, preferably within technical field service operations. - Advanced NICET certifications in Fire Protection Systems a plus. - Lean Six Sigma Green Belt certification, Process improvement projects with documented sustained results, or Experience with multiple problem solving methodologies with multiple project references (8 Step/10 step process improvement, DMAIC, PDCA experience). - Proven experience with service management platforms (Service Trade, Building Reports, Field Edge, Etc.). - Ability to effectively communicate with all levels of branch personnel, with the capacity to influence without direct authority. - Experience working with distributed branch & field operations. - Demonstrated success in multi-site process improvement initiatives. - Ability to build consensus across diverse branch teams. - Experience in change management and delivering sustainable change in a fast paced environment. Benefits - Competitive compensation package, including pay advancement opportunities for industry certifications and continuing education. - Comprehensive benefits package, including health, dental & vision insurance, retirement plans, company paid & voluntary life insurance, company paid short-term disability, voluntary long-term disability, critical illness & accident insurance and paid time off. - Company-provided training, tools and equipment, including $150 annual boot allowance for employees required to wear safety boots in their jobs. - Career advancement potential within a growing company.