This Job Vacancy has Expired!

RMA Support Team Lead,

Posted on Nov 5, 2020 by Fortinet

Sunnyvale, CA 94085
IT
Immediate Start
Annual Salary
Full-Time

Provide mentorship and training for the RMA Support Specialists to improve and maintain
consistency, accuracy and quality of RMA orders, transactions, delivery, customer interactions,
and customer experience. First line escalation point to address and resolve internal or external
issues in a timely manner. Engage in collaborative discussions with regional RMA Managers, Team Leads,
and other organizations to share ideas to drive process, system improvements, and scalable solutions.
Maintain RMA Support dashboards and KPIs. Participate in regional or global projects. Track and
update ISO documentation and local work instructions. Improve defective asset recovery rate.
Participate in annual performance reviews for the AMER RMA Support team. Maintain positive team
moral, strengthen cross-functional and external business relationships.

Responsibilities:

Coaching and employee management of AMER RMA Support team members
Handle Customer escalations including follow-the-sun model RMA support
Provide guidance and support to RMA support team members and any internal/external teams
Meet with RMA support teams to identify and resolve operational issues
Share visibility around ongoing projects as well as RMA Service KPI
Track and manage customer RMA backorders for earliest fulfillment opportunities
Review Customer surveys and conduct follow up responses and resolutions
Participate in NPI/EOL discussions from a service readiness standpoint
Communicate NPI releases to AMER Support team
Perform
Create, update, maintain, and publish documentation for AMER RMA Support
Continuously seek and drive improvement opportunities to improve Customer experience
Maintain dashboards for AMER RMA Support
Define and deliver training plan for RMA Support team members
Define and deliver monthly performance reports for RMA Support employees
Define and automate daily monitoring of RMA Support service delivery, including escalation levels and paths
Identify, track and monitor (FA) failure analysis units
Anticipate the need for system enhancements and/or additional tools; define, justify and document business needs accordingly
Perform benchmarking to compare Fortinet RMA Service against industry best practice and Customers expectations and advise upper management regarding enhancement, services & policy changes.
Provide upper management on ways to increase efficiency within RMA Support department

Requirement:

BA/BS degree
Minimum of 7 years experience in Customer Service/Support and Logistics organizations
Minimum of 2 years in a Lead, Supervisor, or Management role
Strong knowledge of RMA fulfillment processes with multiple hierarchies and countries
Excellent communication and situational management skills
Fluent in English (Spanish and Portuguese a plus)
Hands on experience with ERP/DRP (Oracle is a plus)
Experience handling LATAM region (a plus)
Project management (a plus)
Inventory management (a plus)
Spare parts planning (a plus)

Reference: 995140609

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