Subject Matter Expert in Commercial & Industrial IoT Systems
Global Oversight and Collaboration:
* Develop and maintain the RACI matrix for IoT systems globally, ensuring clear roles and responsibilities.
* Oversee the process of identifying, categorizing, and addressing issues with IoT systems globally to ensure efficient resolution.
* Collaborate with regional managers to ensure local practices align with global standards through regular communication and coordination.
* Monitor the effectiveness of IoT systems and triage processes, working with regional managers to identify areas for improvement.
* Stay updated on regulatory changes and implement necessary adjustments to ensure compliance with relevant standards and regulations.
Triage Flow Management:
* Work closely with the Global Service Manager ensuring global triage flow consistency, ensuring issues are prioritized and addressed promptly.
* Work closely with internal teams and external partners to ensure smooth triage and issue resolution processes.
* Implement and continuously improve industry standards for triage and issue management.
SLA & General Compliance:
* Ensure global SLA compliance for suppliers, vendors, and contractors, addressing any deviations.
* Track and report on SLA performance metrics, providing regular reports to identify trends and areas for improvement.
* Identify the root cause of SLA breaches, implement corrective actions, and prevent future occurrences.
* Serve as a point of contact between the IoT team and the GBSO Compliance Team, ensuring all compliance-related issues are addressed.
Issue Resolution:
* Manage the process of identifying and resolving issues with IoT systems and devices, overseeing helpdesk support.
* Handle warranty-related matters and ensure compliance with warranty terms and conditions.
* Ensure all issue resolutions comply with relevant standards and regulations.
Standards and Development:
* Develop and implement global standards for IoT systems to ensure consistency and efficiency.
* Create and maintain knowledge base articles that align with process flows and triage efforts.
* Oversee engagement with integrators to ensure adherence to established standards.
* Develop and maintain compliance documentation to ensure adherence to global standards.
Process Flow Management Tools:
* Implement and manage process flow management tools to optimize workflows and enhance efficiency.
* Create and deliver team presentations that provide an overview of process management, ensuring all team members are aligned and informed.
SharePoint Structure Management:
* Oversee the structure and management of SharePoint sites to ensure efficient document storage, retrieval, and compliance with organizational policies.
Qualifications:
* Proven experience in managing global IoT systems.
* Strong understanding of SLA compliance, supplier contracts, and RACI matrices.
* Excellent project planning and management skills.
* Ability to work collaboratively with regional managers and external partners.
* Strong problem-solving and analytical skills.
* Excellent communication and interpersonal skills.
* Experience with process flow management tools and creating team presentations.
* Proficiency in SharePoint structure management.
Preferred Qualifications:
* Experience in a similar role within a large, global organization.
* Knowledge of industry standards and best practices for IoT systems.
* Familiarity with regulatory compliance requirements for IoT systems.
Salary Range
$139, $174,000.00 USD (Salary)
* Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
* Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
* Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
* Dental provided through Cigna (DPPO & DHMO options)
* Nationwide Vision provided through VSP
* Flexible Spending Account for Health & Dependent Care
* Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
* Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
* Corporate Wellness Program
* Employee Assistance Program
* Wellness Days
* 401k Plan
* Basic Life, Accidental Life, Supplemental Life Insurance
* Short Term & Long Term Disability
* Critical Illness, Critical Hospital, and Voluntary Accident Insurance
* Tuition Reimbursement (available 6 months after start date, capped)
* Paid Time Off (accrued and prorated, maximum of 120 hours annually)
* Paid Holidays
* Any other statutory leaves, paid time, or other fringe benefits required under state and federal law