RMA Reverse Logistics Manager - Networks

Position Summary

Role and Responsibilities

Position Summary

The Reverse Logistics Manager for the Networks business unit will lead our Hardware Services team, which supports network equipment returns and repairs during construction, warranty, and post-warranty periods. This position requires a nimble leader who can understand, manage, and improve multiple complex business processes tailored to individual customer requirements. You will be expected to learn quickly and become our subject-matter expert for hardware services.

This is a customer-facing role. The team comprises Samsung employees supported by staff from our third-party logistics (3PL) partner. You will report to the head of Network Hardware Service.

Role & Responsibilities

You will lead a team with many responsibilities, including:

• Data & Executive Reporting: Own weekly/monthly operational metrics (TAT, RMA efficiency, AFR, ECN, Inventory) and prepare executive summaries for Quarterly Business Reviews (QBRs)
• Issue RMAs to customers and contractors
• Monitor the return of equipment (e.g. open RMAs)
• Monitor work in process to ensure equipment is properly received and dispositioned
• Collaborate with warehouse and hardware lab operations to resolve exceptions
• Coordinate repairs with Samsung HQ and third-party vendors
• Monitor spare parts inventory levels and replenish as required
• Coordinate test device shipments and returns with our field technicians
• Coordinate spare parts shipments and returns with our field technicians and third-party construction contractors
• File and manage claims against contractors for lost and damaged equipment

As manager, you will be expected to:

• Manage the overall activities of the Hardware Services team
  • Assign responsibilities and adjust as required
  • Monitor work quality, especially interactions with customers
  • Set priorities and direct resources to critical areas
• Ensure the Hardware Services team has the resources (e.g. staff, training, inventory, systems, etc.) required to consistently meet Service Level Agreements (SLAs) with our customers (e.g. 4-hour response to RMA requests, same day shipment for advance replacement requests)
  • Escalate problems and bottlenecks to the Logistics department head as soon as possible
• Continuously improve current business processes and tools; update documentation accordingly
• Ensure all reports are accurate and delivered to stakeholders on-time
• Represent the Hardware Services team at internal meetings and customer meetings (e.g. monthly and quarterly business reviews)
• Collaborate with other teams (SCM, Finance, etc. on cross-functional projects).
• Interact with Samsung HQ’s Customer Satisfaction team for equipment repairs, process documentation, system support, inventory management and other related issues (NOTE: Requires frequent evening calls with Korea due to time difference)
• Provide hardware service cost estimates to Sales for RFP responses

Skills and Qualifications

Minimum Qualifications:

• Minimum of 6 years of related experience and a Bachelor's degree
• Ability to think critically and react quickly
• Excellent written and verbal communication skills
• Strong Excel skills

Preferred Qualifications:

• Knowledge of Network equipment and business model
• Prior experience using Samsung systems (Watch-Q, NERP, etc.)
• Korean language skills are helpful for frequent interaction with HQ

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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