Performance Improvement Manager

Urbana, OH

Full Time

Mid Level

Role Summary/Purpose

The Performance Improvement Manager will be responsible for the development and optimization within the Service Business Unit. A key focus will be on improving our information flow and service to our partners/customers. This role will be worked across all service departments to drive productivity through efficient processes and usage of enterprise systems such as SAP. This person will leverage leadership skills in project management, change management, and business performance analysis to develop best-in-class processes aligned to business growth and execution goals.

Essential Responsibilities

Collect and analyze service performance data (KPIs such as response times, first-time fix rates, customer satisfaction) to identify areas for improvement.

Develop and implement process improvements to streamline service workflows, reduce downtime, and increase productivity.

Lead initiatives aimed at improving service delivery, including root cause analysis for recurring issues and implementing corrective actions.

Collaborate with training teams to design targeted programs that address identified skill gaps and enhance technician capabilities.

Establish quality standards and monitor adherence, ensuring high levels of service excellence.

Work closely with field technicians, service coordinators, and management to communicate performance targets, gather feedback, and promote continuous improvement.

Benchmark against industry standards and incorporate best practices to elevate Rittal’s service performance.

Maintain detailed records of performance metrics, improvement initiatives, and outcomes to support ongoing process refinement.
Ensure that service improvements translate into higher customer satisfaction and loyalty. Focus Areas:

Reducing response and resolution times
Increasing first-time fix rates
Enhancing technician skills and training
Improving communication and coordination among service teams
Leveraging technology, such as CRM and field service management tools, for better workflow visibility

Knowledge & Experience:

Associate’s degree in Business, Marketing or Communications preferred; three to five years’ experience working for a manufacturer and seller of industrial products. Must have experience with Microsoft Office programs, including Word, Excel and Access; experience with SAP is preferred.

Desired Characteristics

Exceptional presentation skills; organize, detailed and results oriented
Experience in analyzing data to draw relevant business conclusions and in data visualization techniques and tools
Self-starter, willing to work through and seek answers to ongoing new requirements
Intelligent risk taking, capable of adapting to assignment changes easily and multi-tasking
Strong business analytics and financial acumen
Ability to communicate with all levels of internal and external organizations; including upper management

Physical Requirements:

Sit for long durations of time, up to 8 hours. Work at a computer and keyboard for majority of work time. Must occasionally lift to 25 pounds, waist level.

Mental Requirements:

Work in a fast-paced environment, adapt to assignment changes easily, ability to multi-task, learn office procedures and learn to use new software. Must be detailed oriented; communicate effectively via oral and written and can work independently as well as in a team environment.

Safety Requirements:

Wear safety-toed footwear, safety glasses with side shields, hearing protection and additional personal protective equipment where required.

Work Environment:

Must work in an office/ remote environment.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may contact the company’s Human Resources Department at (937) 399-0500.

This option is reserved for individuals who require accommodation due to a disability.

Rittal LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.

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