Senior Service Analytics Analyst

Canon U.S.A. seeks a Senior Service Analytics Analyst to drive data-informed improvements across its imaging and printing service operations. In this role, you will analyze field service, warranty, and customer support data to identify trends, optimize device uptime, and enhance customer satisfaction. You will build dashboards and models to guide leadership decisions, partner with operations and engineering to implement insights, and champion data quality and best practices. Join a culture of innovation and Kyosei values, contributing to impactful, sustainable solutions in a global manufacturing leader.

Responsibilities

• Analyze service, warranty, and customer support data to uncover performance trends and improvement opportunities.

• Develop, maintain, and optimize dashboards and reports for service, operations, and leadership stakeholders.

• Build statistical and predictive models to forecast service demand, device failures, and resource needs.

• Collaborate with service operations, engineering, and product teams to translate insights into actionable initiatives.

• Monitor key service KPIs such as uptime, response time, CSAT, NPS, and SLA compliance.

• Lead root cause analysis on recurring service issues and recommend data-driven solutions.

• Improve data quality, governance, and documentation for service-related data sources.

• Present findings and recommendations to senior leaders in clear, visual, and compelling formats.

Required Skills

• Service analytics

• SQLData visualization (Tableau/Power BI)

• Statistical analysis

• Predictive modeling

• ETL and data warehousing

• Reporting and dashboarding

• Root cause analysis

• Customer service metrics (CSAT, NPS, SLA)

• Advanced Excel