The Hiller Companies, LLC has an immediate opening for a Process Improvement Specialist.
Hiller offers fire protection and life safety products and services that are preserving lives and property all around the world. Headquartered in Mobile, Alabama, Hiller extends its reach globally as well as in domestic markets with offices across the United States. For more than 100 years, we have been laser-focused on one goal – making the world a safer place. We are proud to be on the forefront of technology and innovation by creating adaptable safety solutions. As we continue to grow and expand our life safety footprint, we pledge to keep our customers top of mind while striving to design, install and service the most compliant, reliable systems available.
Job Summary: 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.
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.
Travel Requirements
25-50% domestic travel required in this role, predominately supporting Eastern US region of Hiller branches