Performance Improvement Manager

Summary

Join Rittal as a Performance Improvement Manager and optimize service processes within the Service Business Unit. You will focus on enhancing information flow and service to partners/customers, driving productivity across all service departments through efficient processes and enterprise systems like SAP. Leverage your leadership in project management, change management, and business performance analysis to create best-in-class processes aligned with business goals. This role involves collecting and analyzing performance data, developing and implementing process improvements, leading initiatives to improve service delivery, collaborating with training teams, establishing quality standards, and working closely with various teams to promote continuous improvement. Benchmark against industry standards and maintain detailed records of performance metrics. Ensure service improvements translate into higher customer satisfaction and loyalty.

Requirements

• Associate’s degree in Business, Marketing or Communications preferred; three to five years’ experience working for a manufacturer and seller of industrial products
• Must have experience with Microsoft Office programs, including Word, Excel and Access; experience with SAP is preferred

Responsibilities

• Collect and analyze service performance data (KPIs such as response times, first-time fix rates, customer satisfaction) to identify areas for improvement
• Develop and implement process improvements to streamline service workflows, reduce downtime, and increase productivity
• Lead initiatives aimed at improving service delivery, including root cause analysis for recurring issues and implementing corrective actions
• Collaborate with training teams to design targeted programs that address identified skill gaps and enhance technician capabilities
• Establish quality standards and monitor adherence, ensuring high levels of service excellence
• Work closely with field technicians, service coordinators, and management to communicate performance targets, gather feedback, and promote continuous improvement
• Benchmark against industry standards and incorporate best practices to elevate Rittal’s service performance
• Maintain detailed records of performance metrics, improvement initiatives, and outcomes to support ongoing process refinement
• Ensure that service improvements translate into higher customer satisfaction and loyalty

Preferred Qualifications

• Exceptional presentation skills; organize, detailed and results oriented
• Experience in analyzing data to draw relevant business conclusions and in data visualization techniques and tools
• Self-starter, willing to work through and seek answers to ongoing new requirements
• Intelligent risk taking, capable of adapting to assignment changes easily and multi- tasking
• Strong business analytics and financial acumen
• Ability to communicate with all levels of internal and external organizations; including upper management