Trane Technologies Data and Analytics Customer Experience Manager in Davidson, North Carolina
Data and Analytics Customer Experience Manager
Davidson NC 800B Beaty St, Davidson, North Carolina, United States
15 additional locations
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Requisition # 2103012
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At Trane Technologies® we Challenge Possible. Our brands – including Trane® and Thermo King® - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.
Be a part of our mission! Do you want to directly contribute to an organization committed to reduce its customer carbon footprint by 1 Gigaton of Carbon Dioxide by 2030? As a world leader in creating comfortable, sustainable and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Sustainability is at the center of our strategy and influences how we make every decision.
We are currently hiring a Data and Analytics Customer Experience Manager to join our Enterprise Application team. This exciting role is a Customer facing leadership position whose primary function is to establish standards and drive improvements for all Data and Analytics services to our internal customers. This role will be key in driving working sessions with the business to identify pain points and getting creative in problem solving to help us continue to grow our business. This will allow someone the opportunity to learn all of the applications and tools used within the digital and analytics space and focus in process improvement to create a better experience for our customers.
Act as Managed Service Relationship manager with third-party vendor (SLAs, RCAs, ICAs, KPIs)
Define data analytics required for support activities (loads, data quality, usage, users, application uptime/downtime)
Define, implement, train reporting life cycle management (retirement) through alignment with SBUs and Functions
Lead Process Improvement initiatives to reduce waste and improve Customer Experience
Establish and implement reporting inventory management and reporting life cycle (creation, maintenance, retirement)
Drive tickets reduction through problem management
Coach Data and Analytics Teams on A3 thinking and process improvements, Root cause analysis methodology
Identify and schedule training/doctors sessions to improve users self-service analytics tools knowledge
Ensure tickets are processed timely and resolved according to our quality standards
Act as point of contact for escalations (includes resolution and communication)
Runs day of the life sessions and define actions plan and manage execution
Establish analytics for support activities (problem management, tickets RCA….)
Define and implement reporting ownership process
Establish SLAs (IT/SBU/Function agreement) for all services provided by the Data and Analytics group
5+ years experience working in a customer facing role
3+ years experience in Data and Analytics
Proven success in leading A3/ lean / process improvement initiatives
Functional knowledge of ERP systems such as Oracle, Oracle on the cloud, SAP preferred. Preferred modules: OM, Finance, Inventory, Procurement
Experience in defining and managing communication plans to both SMEs and Leadership
Willingness to learn new tools and technologies (Tableau, Alteryx, Data catalog, Apex, ML/AI etc.)
Oracle Business Intelligence -OBI reporting or other BI application strong functional experience preferred
EDH/big data, cloud data and analytics application experience preferred
Solid understanding of software development life cycle
Foundational understanding of data model for reporting and analytics purpose
Must have full life-cycle project experience with demonstrated capabilities covering the following: user requirements/analysis, report design, testing, implementation, and production support
Excellent written and verbal communication skills. Must be results driven, taking the lead with little supervision as well as working closely with fellow team members in a technical and functional team.
We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.
We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
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