Business Analyst - Customer Service

Overview

Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in the world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.

Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

The Business Analyst - Customer Service will work to identify and define requirements, acceptance criteria, and reporting needs that align business objectives with technology solutions, ensuring new products are serviceable for Sub-Zero Group customers, Customer Service teams, and Field Partners. This position plays a critical role in gathering stakeholder input, documenting requirements, validating diagnostic capabilities, and driving those requirements through development to on-time delivery.

Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

Primary Responsibilities

Analysis

• Interview Customer Service, Field Service, and Engineering stakeholders to identify connected and diagnostic requirements needed to support long-term serviceability of new products.

• Gather, analyze, and clarify data to support requirements and design decisions for connected products, applications, and diagnostic capabilities.

• Translate stakeholder input into clear, actionable requirements and acceptance criteria for new product development.

• Coordinate diagnostic capability requirements for new applications, ensuring Customer Service and Field Service needs are represented in the technical design.

• Map current- and future-state business processes when new technology or tools are introduced to Customer Service systems, to ensure requirements reflect real workflow impacts.

Project Management

• Present requirements to development teams and track them through to delivery, ensuring Customer Service and Field Service needs are met on schedule.

• Provide status updates and manage change requests tied to Customer Service requirements for new product development initiatives.

• Escalate requirement or delivery risks appropriately across project teams and departments.

• Prioritize requirements work against return on investment and organizational priorities.

Validation

• Validate and test diagnostic and serviceability capabilities prior to launch to confirm requirements were implemented as specified.

• Identify gaps between delivered functionality and Customer Service/Field Service requirements, and work with development teams to resolve them before launch.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or related field.

• Ability to support and present to stakeholders.

• Strong problem-solving and data collection skills.

• Ability to work independently and as part of a team.

• Strong communication skills and customer-service orientation.

• Familiarity with web and mobile applications.

Preferred Qualifications

• 2+ years of analytical or project management experience.

• Continuous Improvement experience (LEAN, Six Sigma, or similar).

• Knowledge of customer data platforms, ERP, and CRM.

• Some knowledge and understanding of connected devices and diagnostic testing (IoT).

• Strong mechanical and technical aptitude.

Inspired to perform well by initiating continuous improvement and the completion of value-added projects.

We value our employees by providing:

• Competitive compensation based on skills

• Industry leading health, dental, and vision plans

• Generous 401 (K) savings and profit sharing

• On-site UW Health clinic, fitness center, and walking paths

• Education assistance and internal training programs

• Electric vehicle charging

• Maternity & paternity leave

• Interested in learning more on our robust benefits package we offer? Click here!

This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.