GSEC Process, Tooling & Data Analytics Specialist (m/f/d)

• Analyze, define and continuously improve global GSEC and support-related processes, workflows and interfaces.
• Develop pragmatic process standards, templates, working instructions and governance material that are easy to adopt globally.
• Own and improve tooling concepts for Jira, Confluence, dashboards, reporting solutions and other collaboration platforms.
• Build and maintain KPI structures, dashboards and recurring reports that convert operational data into actionable management insights.
• Perform data analysis to identify trends, bottlenecks, recurring failure patterns, process gaps and improvement opportunities.
• Support automation, digitalization and AI-enablement initiatives that increase transparency, knowledge reuse and operational efficiency.
• Translate stakeholder needs into tool requirements, user stories, improvement backlogs and implementation proposals.
• Represent Product Support process and tooling requirements in cross-functional project discussions, especially during NPI planning, pilot phases and readiness reviews.
• Facilitate cross-functional workshops, retrospectives and improvement activities with Product Support, Field Service, R&D, Quality and Manufacturing.
• Use support case and technical escalation context to ensure that processes and tools solve real operational problems without making this a pure technical support role.
• Support the new product introduction phase by participating in cross-functional meetings and ensuring that Product Support requirements, serviceability needs, documentation needs and operational readiness aspects are considered early enough.
• Contribute to knowledge-management concepts that make lessons learned, troubleshooting information and best practices easier to find and reuse.

Your Profile

• Degree in industrial engineering, business administration, computer science, information systems, data analytics or a comparable qualification.
• Experience in process management, business analysis, operations excellence, service management or project management.
• Strong analytical mindset with the ability to structure complex information, identify improvement levers and communicate insights clearly.
• Hands-on experience with Jira, Confluence or comparable workflow and knowledge-management platforms.
• Solid understanding of KPI definition, data quality, reporting logic and dashboard-driven management routines.
• Ability to work with operational data sets and derive practical recommendations for management and teams.
• Excellent communication, moderation and stakeholder-management skills in an international environment.
• Good technical understanding of support or engineering workflows; deep product expert knowledge is helpful but not mandatory.
• Experience participating in cross-functional engineering, NPI, readiness or launch-related meetings and translating support requirements into clear actions.
• Fluent English skills, both written and spoken; German or Japanese language skills are an advantage.

Data Analytics Focus

• Create meaningful KPI dashboards and reports for backlog, cycle time, response quality, resolution trends, NTF/DFS-related patterns and improvement follow-up.
• Define data views that help teams distinguish symptoms from root causes and prioritize improvement actions based on evidence.
• Improve data quality by clarifying definitions, ownership, input discipline and reporting routines.
• Use analytics to support management reviews, process retrospectives, project follow-up and cross-functional escalation discussions.
• Use data analytics to support NPI readiness decisions, including early visibility of known issues, support risks, documentation gaps and follow-up actions.
• Identify opportunities for automation, AI-assisted knowledge retrieval and predictive indicators for support workload or quality risks.

Nice to Have

• Experience with Power BI, Power Automate, advanced Excel, SQL, Python or comparable analytics and automation tools.
• Knowledge of Lean, Six Sigma, BPMN, process mining, ITIL or service management frameworks.
• Experience in a global service, product support, quality or engineering organization.
• Familiarity with semiconductor test systems or other complex high-tech capital equipment.
• Experience with AI-supported process optimization, knowledge management, chatbot enablement or digital assistant concepts.

What We Offer

• A visible global role in Production Service with direct impact on operational transparency, process quality and service efficiency.
• The opportunity to shape scalable tools and data-driven ways of working for an international support organization.
• Close collaboration with experts from Product Support, Field Service, R&D, Quality and Manufacturing.
• Room for ownership, continuous improvement, skill development and innovative digital solutions.
• A collaborative, international team environment with modern tools and flexible ways of working.