Service Analyst

The Service Analyst is responsible for analyzing performance, customer feedback, and service-related data to improve product quality, customer satisfaction, and operational efficiency. The role serves as a bridge between customers, Product, Service, Sales, and Management teams by providing data-driven insights and recommendations for continuous improvement.

Key Responsibilities

Customer Feedback & Service Analysis

• Collect, monitor, and analyze customer feedback from various sources, including surveys, service reports, and direct communications.
• Identify trends, recurring issues, and root causes affecting customer satisfaction.
• Monitor customer complaints and coordinate corrective actions with relevant departments.
• Prepare periodic reports on customer satisfaction and service performance.

Product Performance Monitoring

• Analyze product reliability, performance, and usage data.
• Monitor product issues, warranty claims, and service records.
• Identify opportunities for product improvement and cost reduction.
• Support root cause analysis of product failures and recurring technical issues.

Product & Service Improvement

• Collaborate with Product, Service, and Engineering teams to recommend product enhancements.
• Participate in product testing, validation, and evaluation activities.
• Support continuous improvement initiatives related to products and services.
• Monitor the effectiveness of implemented improvements.

Technical Support & Knowledge Management

• Provide technical support and guidance to internal teams and customers when required.
• Develop and maintain product documentation, troubleshooting guides, and technical knowledge databases.
• Act as a Subject Matter Expert (SME) for assigned products and systems.
• Conduct product and technical training for internal personnel.

Reporting & Data Analysis

• Generate and present reports on product performance, customer feedback, service quality, and improvement initiatives.
• Maintain accurate records and databases related to product and service performance.
• Provide data-driven recommendations to management for strategic decision-making.

Qualifications :

• Bachelor's degree in Engineering, Information Technology, Business Administration, or a related field.
• Experience in product support, technical service, product analysis, or customer service.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office, data analysis tools, and reporting systems.
• Excellent communication and presentation skills.
• Ability to work independently and collaboratively across departments.