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Service Operations – Field Services Technology Specialist – NA – Waltham



Service Operations is a growing service line with deep functional expertise implementing holistic transformation including Customer Experience/Service Design, Frontline & Field Operations, Service Factory Operations, Corporate Business Functions, and Customer Care with cross-cutting foundation capabilities (e.g., Lean expertise; IT enablement; Performance transformation) to deliver significant and sustainable cost impact. 
Detailed Description
As a member of McKinsey’s world-class Operations Practice, you will be responsible for blending strategic thinking with hands-on implementation, advising on developing and defining operational strategies to help our clients around the world solve their most critical problems. We provide a unique set of tools and techniques to help clients identify opportunities for improvement and implement recommendations in support of our client’s business objectives. For more information on our Service Operations practice, please visit:
You will possess deep experience in a field services technology and will have designed technology architecture to transform the field operations including frontline practices, capacity planning, dispatching, routing and performance management. This is an excellent opportunity to apply your expertise across industries and have a significant impact including:
  • Helping McKinsey clients solve their toughest and most critical customer care challenges
  • Delivering technology expertise on Field services operations
  • Integrating at multiple points during a study:  leading workshops to design a technology architecture, standing up a technology enabled pilot, proving the impact, and assisting in scaling up the technology-enabled transformation
  • Developing short and long-term plans for all relevant levels of client leadership, with anticipated deliverables, outcomes, and required resources to sustain the transformation
  •  Applying your experience across a broad set of technologies (dispatching, routing, capacity planning, geospatial analytics, remote troubleshooting, predictive analytics, parts planning) in the context of the overall transformation effort from diagnostic through implementation
  • Working closely with software vendors, staying on top on industry trends, identifying clients for beta testing; codifying technology knowledge in articles and extranet postings
  • Driving client diagnostics by doing extensive data analytics using analytical and simulation tools and presenting findings and insights in an impactful manner
Desired Skills
  • 5-10 years of experience driving technology enabled transformations in a technology consulting company or for a major software vendor
  • The ideal candidate will have experience in a number of technologies such as Dispatching and Routing (Clicksoftware, Oracle/TOA, ServiceMax, ServicePower, Astea, etc.), Parts planning (PTC/MCA, JDA), Reliability and predictive analytics (Reliasoft, Clockwork)
  • Industry expertise preferred in: Telecom, Utilities, Travel/Transport, Oil & Gas, Industrial equipment
  • High-value personal qualities –  critical thinking and problem-solving skills, ability to influence, work in teams, resourceful, responsible, tenacious, independent, self-confident, high-energy, etc.
  • MBA or Masters degree in engineering, math or sciences preferred
To find out more information about the role and to apply, please click here

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