Business Analyst, Senior
MY-Penang
APAC
Req #: 110282
Type: Employee|Employee|Regular Full-time
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Overview: The Senior Service Specialist serves as the operational interface between Zebra Technologies and its third-party service provider (CTDI), which oversees Zebra's multiple in-country repair depots across APAC region. The role is responsible for monitoring depot performance, managing KPIs, resolving escalations, ensuring SLA compliance, and driving operational excellence through structured governance, data insights, and process alignment. Responsibilities: * Oversee the operational performance of Service provider managed repair depots across multiple countries, ensuring service delivery meets KPIs, SLAs, and contractual obligations. * Act as a key communication bridge between Zebra internal teams and service providers, ensuring clear alignment on objectives, performance expectations, and escalation outcomes. * Lead operational excellence initiatives by applying data-driven analysis to identify process gaps, improve repair efficiency, and enhance service quality. * Manage and interpret operational data using structured dashboards and performance reports to drive fact-based decision-making and business insights. * Lead service improvement or transformation projects, applying project management discipline to ensure timely and effective delivery. * Collaborate cross-functionally with supply chain, quality, and engineering teams to embed continuous improvement, cost optimization, and service reliability into daily operations. Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified. Qualifications: * Bachelor's degree * 7 years or more, preferably in an Supply Chain Operations or Repair Operations role. * Highly Analytical: Skilled at interpreting complex datasets, trend analysis, and translating data into actionable service improvements. * Strong Communicator: Strong written and verbal communication; capable of influencing cross-functional and leadership teams. * Operational Excellence Mindset: Deep understanding of process optimization, quality management, and lean service design. Lean Six Sigma Green Belt preferred. * Project Leadership: Proven ability to lead end-to-end initiatives using structured project management methodologies (Six Sigma/ PMP). * Data Management Proficiency: Skilled in data organization, dashboard creation (Excel / Power BI), and performance monitoring. * Solid understanding of depot repair operations and service logistics. Familiarity with SLA governance, service contracts, and operational audits. * Solid professional work behaviors - Time management, responsive, self-driven, collaborative. Local language requirement may also apply, Chinese language skills preferred.
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