Sr. Field Analyst

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

In this role, you will be a pivotal figure in driving service attachment and implementing digital technologies for the North America Service Business. You will help identify and drive service opportunities. You will help develop and drive Internet of Things (IoT)projects elevating customer and technician experiences. Your work will focus on new service opportunities and business practices impacting operational efficiencies and new business opportunities. Your strategic approach will be key to adopting innovative technology, processes focused on continuous improvements, and delivering actionable insights to our customers. You will identify opportunities through listening to and understanding internal and external facing business problems.

KEYS FOR SUCCES: 

• Increase service adoption and understanding how to use available information to enhance performance.
• Provide inputs to implement the systems, data, and actionable insights that drive outcomes.
• Demonstrate system capabilities to internal and external customers.
  
  

GENERAL RESPONSIBILITIES:

• Support the growth of service agreement attachment for new and existing machines.
• Monitoring, internal and external outreach, education, documentation preparation, renewal monitoring
• Act as fleet manager for EaaS programs including the Clean 360 program. Responsibilities include:
• Monitoring fleet service activity and report on performance to ensure service team is delivering minimum uptime of 90% annually
• Support the implementation IoT Projects including Change Management with Field Service.
• Establish Key Performance Indicators, monitor how we use technology and produce reports and insights to drive adoption and optimization.
• Create and maintain work instructions and process documents.
• Provide knowledge sharing and coaching employees through change management initiatives.
• Point of contact for field service technician questions and inquiries regarding working with the IRIS asset management system.
• Help our field service technicians use information to improve performance.
• Identify how to make it easier and more integrated in the standard workflow.
• Support sales team and customers on IRIS portal usage as needed:
• Monitoring and troubleshooting connectivity and gather feedback on system operations
• Promote the use of IoT across our connected fleet.
• Help drive education and use of the current functionality.
• Collaborate in the creation of new service offerings tailored for virtual service.
• Create supporting sales materials for consistent messaging to customers interested in connected fleet strategies.
• Gather VOC feedback to drive develop of new IoT features and Service Offerings to increase contract attachment rates and boost our sales of connected machines.
• Advocate for customers with our product teams, influence roadmap decisions, and suggest improvements.
• Understand customer requirements and pain points and partner with cross-functional teams to simplify, enhance, and automate existing processes to improve workflows.
• Deliver insights on deployment, repair trends, common failures, amongst various other indicators of program health
• Support ad hoc assignments as needed.
  
  

REQUIRED EXPERIENCE & EDUCATION:

• Bachelor’s Degree, preferably in a business-related discipline with 5+ years of operational experience.
• Non-degree considered if 10+ years of related experience, along with a high school diploma or GED.
• 3+ years of direct customer project or support roles.
• Highly analytical with a balance of implementation and business knowledge.
• Outstanding communication and presentation skills.
• Demonstrated ability to proactively team with all levels of the organization/program.
• Possess excellent English communication skills, both written, verbal, and presentation, to effectively communicate business cases to all levels of peers, suppliers, as well as program and executive management.
• Proficient in Microsoft Applications and the ability to learn programs used in Tennant Field Service.
  
  

REQUIRED SKILLS:

• Ability to concentrate on tasks, examine issues from multiple perspectives, make decisions and work calmly and effectively in a high-pressure, deadline-oriented environment.
• Produce reports, timelines, and graphics to communicate expectations and progress to management, customers, investors, and other relevant parties.
• Ability to analyze complex situations and make sound recommendations and decisions effectively and execute against those decisions.
• Ability to build and maintain positive relationships, both internally and externally, while maintaining a customer service orientation.
• Understands and is responsive to others' needs and concerns; demonstrates effective listening skills; is respectful and considerate of others; values diversity and embraces differences in people and approaches.
• Collaborates with business staff to thoroughly understand the needs supported by the information systems and technology.
• Demonstrated ability to work independently, organize and accurately prioritize work, understand when urgency is required and use good judgment in varied situations.
• Takes the initiative and ownership to identify and achieve goals and objectives, conveys an appropriate sense of urgency.
• Through effective execution, regularly achieves objectives and desired benefits, sets appropriate timelines, andfollows projects and tasks through to completion.
• Negotiates plans and schedule, communicating anticipated result.
• Ability to prioritize projects, work within agreed to timing to meet deadlines.
• Highly collaborative with ability to motivate teams in a matrix environment.

KEY METRICS:

Metrics based on key focuses for the year.

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:
In addition to the General Responsibilities, the following are requisite interpersonal and behavioral skills of the position as well as:

Collaborates: Involves others as appropriate to accomplish individual and group goals. Encourages unity rather than “us vs. them” thinking. Welcomes and acknowledges the ideas and input of others.

Customer Focus: Searches for ways to improve customer service. Follows up with customers to ensure problems are resolved. Independently anticipates and meets customer needs. Internalizes customer feedback and provides innovative ideas to meet their future needs.

Decision Quality: Demonstrates good judgment in routine, day-to-day decision making. Makes sound independent decisions in urgent and non-routine situations. Considers various inputs, criteria, and trade-offs to arrive at effective decisions and recommendations.

Drives Results: Demonstrates a strong drive to achieve meaningful results. Drives tasks to successful completion and closure. S

Innovation: Suggests creative ideas and innovative solutions. Explores multiple alternatives and approaches to overcome obstacles and find solutions. Is open to and builds upon innovative ideas and solutions offered by others.

Instills Trust: Is honest and straightforward when working with others. Honors agreements and commitments, even when working through competing priorities.

Nimble Learning: Applies new concepts and principles to address problems. Learns from mistakes and adjusts accordingly. Learns quickly when facing new situations.

Values Differences: Behaves with sensitivity toward differences in cultural norms, expectations, and ways of communicating. Seeks out the diverse perspectives and talents of others. Works effectively with others who have different perspectives, backgrounds, and/or styles.

Competitive base salary commensurate with experience: $71,400 - 107,400

Posted salary ranges are made in good faith. Tennant Sales and Service Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits

Benefits = A comprehensive benefits package including health insurance, 401(k), profit sharing, disability, life insurance, paid time off, and voluntary benefits!

Begin your journey with us. Let's reinvent how the world cleans. 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.