Service Operations Manager

hace 7 días

Guadalajara, Jalisco, México Arista Networks A tiempo completo

Job Description

The Service Operations Manager at Arista Networks plays a key role in enabling the success of the company's post-sales Support offerings. This includes Warranty, Same Day and Next Business Day delivery of critical spare parts to Arista's end customers. The Service Logistics Organization within Arista is responsible for the company's Service Supply Chain, including Arista's global network of service depots, planning of spare parts inventory, stocking of spare parts globally, import / export of spare parts, rapid delivery of hardware replacements to end customers, reverse logistics of RMA returns from customers, and the repair and reuse of customer-returned inventory.

Key Responsibilities

  • Ensure that key policies, processes, and methodologies are developed, implemented, and adhered to within the Global Service Operations team.
  • Drive vendors to achieve Key Performance Indicators, including RMA on time delivery, on time execution of warehouse transfers, backorder, RMA dispatch and RMA creation.
  • Negotiate contracts, pricing, and terms and conditions of Master Service Agreements (MSA) and Statements of Work (SOW) with service supply chain partners.
  • Develop and implement consolidated executive review process to streamline operational metrics.
  • Drive implementation of initiatives for the department that are aligned to corporate objectives.

Requirements

  • 5+ years' demonstrated ability and proven success in professional services operations, and customer orientation within a high technology environment.
  • Deep understanding of supply chain operations and client methodologies, process management and formulation of policies, programs, plans, and systems to meet commitments.
  • Direct experience in managing customer sensitive escalation.
  • Able to control and manage a global Contact Center or Call Center operation.

Preferred Qualifications

  • Experience/expertise in the GSO business is recommended but not required.
  • Self-starter who has the ability to handle multiple tasks in a fast-paced environment.
  • Holistic understanding of organizational goals and how they impact the operation of the business. Must have experience managing cross-functional teams and projects.

What We Offer

Arista Networks offers a dynamic and challenging work environment, with opportunities for professional growth and development. We are committed to attracting and retaining top talent, and offer a competitive compensation and benefits package.

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