Business Process Analyst

Andrew Wireless Solutions, a CommScope Company, is the foremost supplier of one-stop, end-to-end radio frequency (RF) solutions. Our Antenna, Cable, and Cabinet Group and Wireless Network Solutions Group combine to design, manufacture and deliver complete solutions for wireless infrastructure--from top-of-the-tower base station antennas to cable systems and cabinets, RF site solutions, signal distribution, and network optimization. For more information, please visit www.andrew.com

 

Due to our continued growth and customer demand we are currently recruiting for a qualified, interested and available Business Process Analyst for an opportunity located in Ashburn, VA.

 

Position Summary:

The Andrew Customer Technical Support (CTS) group works directly with field technicians, equipment installers and network operations staff to troubleshoot problems with Andrew equipment. The Process Analyst is a critical role, assuring that CTS provides consistent, high-quality service to our customers. 

 

This role develops and documents technical support processes, uses feedback from internal and external customers to identify process failings, implements action plans to address identified issues and improve processes.

 

Essential Job Functions:

 

Process Development:

- Develop and document best practice support procedures for equipment returns, trouble ticket and call handling.

- Develop and maintain processes for the consistent handling of customer issues.  This is to include ticket opening and closing, customer statusing, technical and managerial escalation, and interface with provider organizations.

- Maintain a baseline set of Customer Technical Support processes that are readily accessible by all staff.

- Work with Business Units to establish procedures for handling new products and features before customers begin to call for support.

- Work with Product Development groups to document procedures for troubleshooting of Andrew Products, for use by CTS staff.

- Train new hires in established Customer Technical Support processes.

 

Process Improvement:

- Identify process failings and establish company-wide action plans to address identified issues.

- Identify required actions, action owners and due dates.

- Hold action plan kickoff meetings as required.

- Follow-up to assure actions are completed.

- Trouble Ticket System:  Identify operational requirements for the trouble ticket system. 

- Serve as an interface to I.T. to communicate new requirements and manage their implementation. 

- Manage the planned migration from “Remedy” to “SAP-CRM”.

 

Customer Complaints: 

- Systematically track, document and respond to customer complaints, create action plans to address customer issues and win back the customer’s confidence.

 

Experience:

- Minimum 7 years overall experience including 2 years developing processes in a technical environment. 

- Understanding of Customer Service techniques. 

- Proven ability to write clear and concise process documentation.

- Experience in writing Standard Operating Procedures (SOPs).

- Proven ability to handle multiple projects at the same time.

- Proficient in MS Office applications, especially Word and Visio.

 

Desired:

- Project management experience highly desired. 

- Experience with SAP R/3 or SAP-CRM a plus.

 

It is the policy of Andrew Wireless Solutions, a CommScope Company, to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. Andrew Wireless Solutions does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age disability, or any other characteristics as protected by law.

 

Please apply online at:

https://recruiter.kenexa.com/andrew/cc/CCJobDetailAction.ss?command=CCViewDetail&ccid=bupJEdUjsTs%3D&job_REQUISITION_NUMBER=8841