Service & Sales Operations Analyst

Description:

Join Pitco, a pioneering Middleby Company founded in 1918 by J.C. Pitman, as we lead the industry in delivering top-tier fryers, rethermalizers, and pasta cookers. Our commitment to innovation includes revolutionary Integrated Oil Management technology, helping shape a more efficient future for the restaurant industry.

With a century-long legacy, Pitco continues to redefine equipment design for the finest fried foods, inspired by the groundbreaking Pitco Frialator patented in 1918. As the world leader in commercial frying systems, Pitco supplies restaurant chains, hotel kitchens, and institutional customers across the Americas, Europe, Middle East/Africa, and Asia/Pacific.

The Service & Sales Operations Analyst (Warranty) is an analytics-focused role supporting Pitco’s Service and Sales Operations teams. This position owns warranty reporting, KPI development, and insight generation across Global Warranty software and AMI to help reduce warranty cost, improve claim cycle time and accuracy, and strengthen feedback loops to Quality/Engineering and Product Management. The analyst turns warranty and service data into clear, actionable recommendations, helps standardize data definitions and processes globally, and prepares customer-facing warranty and service performance reports using Power BI or other visual dashboard software platform.

1. Warranty Analytics, KPIs & Executive Reporting (Primary)

• Develop, automate, and maintain recurring warranty dashboards and scorecards using data from warranty management systems and AMI.
• Track and report key warranty metrics (e.g., claim volume, approval/denial rate, cycle time, aging, cost per claim, parts vs. labor mix, repeat claims, top models/failure codes).
• Perform trend analysis by product family, model, serial range, customer segment, geography, servicer/dealer, and failure mode to identify cost drivers and improvement opportunities.
• Create ad hoc analyses for leadership to support escalation management, commercial decisions, and strategic initiatives.
• Present findings with clear narratives and recommendations for Service leadership, Sales Ops, Quality, and Engineering.
• Cost Management: Track warranty spends vs. budget and identify opportunities for cost recovery or process improvements.

2. Sales Reporting & Performance

• Dashboard Management: Maintain and update sales performance dashboards (using tools like Power BI, or Excel).
• Pipeline Analysis: Provide the sales team with regular updates on lead conversion rates and sales cycle length.
• Forecasting Support: Use historical data to help leadership predict future sales trends and revenue.

3. Customer & Market Insights

• Prepare and deliver customer-facing warranty/service reports using Power BI, tailored to customer requirements and agreed reporting cadences.
• Translate internal warranty and service data into clear external-facing KPIs, visuals, and summaries that support customer business reviews.
• Ensure customer reports are accurate, consistent with internal metrics, and aligned with warranty policy and data governance standards.

• Partner with Sales/Account teams to incorporate customer questions, escalations, and action items into reporting and follow-up analysis.
• Behavior Tracking: Analyze customer purchase history and warranty interactions to determine customer lifetime value (CLV).
• Churn Prevention: Identify "at-risk" customers based on high warranty claim frequency or declining order volume.
• Sales Opportunities: Find "upsell" opportunities (e.g., suggesting a service contract or a newer product model to a customer with an expiring warranty).
• Cross-Functional Financial Support

– Provide analytical support to Finance by delivering warranty-related insights as well as broader operational and financial analysis, including reconciliations, data validation, and ad hoc reporting needed for budgeting, forecasting, audits, and month-end close activities Requirements:

Education: Bachelor’s degree in finance, Accounting, Business Analytics, or a related field.

• Technical Skills: Advanced Excel (Pivot Tables, VLOOKUPs/XLOOKUPs) is a must. Proficiency in ERP systems and Warranty Data systems.
• Attention to Detail: High accuracy in data entry and reporting, as these figures directly impact financial statements.
• Experience: 2+ years in a role that bridges data analysis with financial or operational reporting.