About this role
# Job Description Summary
Responsible for coordinating and executing the end-to-end Tools Operations process to support customer service delivery, including tool requests, order fulfillment, logistics coordination, inventory management, calibration tracking, repair activities, and tool availability planning. Acts as a key liaison between Field Engineers, Service Operations, Logistics providers, suppliers, and customers to ensure timely and effective support of service commitments.
Includes activities such as managing tool orders and transactions, monitoring asset utilization, coordinating shipments and returns, supporting customer escalations, maintaining data accuracy, and driving operational continuity across the tools lifecycle. The role may involve warehouse, logistics, supplier management, and operational support activities while ensuring compliance with quality, safety, and traceability requirements.
Impacts the quality of customer service delivery and operational performance through effective execution, problem-solving, and stakeholder collaboration. Performs operational and technical activities following established procedures while exercising judgment to prioritize requests, adjust workflows, and respond to changing customer and business needs. Maintains a strong focus on customer satisfaction, operational excellence, tool availability, and continuous process improvement.
Job Description
- Coordinate end-to-end Tools Operations activities, including tool request intake, order management, allocation, shipment, returns, calibration tracking and inventory control. Ensure timely tool availability to support customer service commitments and field operations.
- Serve as the primary point of contact for Field Engineers, Service Operations, Logistics, Sourcing, Quality, suppliers, and customers regarding tool requests, escalations, and operational issues. Drive effective communication and resolution of service-impacting situations.
- Monitor tool demand, utilization, and availability to support business priorities, improve customer experience, and minimize operational disruptions. Support planning activities and resource optimization across the tools network.
- Manage transactions and maintain data integrity across operational systems, ensuring accurate tracking of assets, orders, shipments, calibration records, and inventory status throughout the tool lifecycle.
- Drive operational excellence through process standardization, continuous improvement, and automation initiatives. Identify opportunities to increase productivity, reduce turnaround times, improve visibility, and enhance customer satisfaction.
- Collaborate with logistics providers, calibration vendors, repair suppliers, and internal stakeholders to ensure compliance with service level agreements (SLAs), quality standards, and operational requirements.
- Analyze operational performance metrics and prepare reports to support decision-making, resource planning, and business reviews. Escalate risks and recommend corrective actions when necessary.
- Apply technical and operational knowledge to resolve complex issues, make sound decisions within established guidelines, and continuously improve process effectiveness. Provide guidance and support to less experienced team members when required.
- Build strong customer and stakeholder relationships by acting as a trusted operational partner and ensuring clear communication regarding commitments, status updates, risks, and resolution plans.
Additional Information
Relocation Assistance Provided: No