Senior Expedited RMA Services Specialist

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

POSITION SUMMARY: 

The Senior Expedited Specialist builds the foundation for successful execution of Expedited RMA’s by expanding the Expedited RMA Depot Footprint in EMEA Theater and then optimizing the stocking of these depots.  The Senior Expedited Specialist also contracts Field Technician Services.  The Senior Expedited Specialist supports marketing and sales of Expedited RMA Services by working with F5 Professional Services, Order Admin, Renewals, suppliers, and customers.  The core of this effort is establishing processes and procedures that simplify the sale and setup of Expedited RMA Services.

PRIMARY RESPONSIBILITIES:

• Uphold F5’s Business Code of Ethics.  Promptly report violations of the Code or other company policies;
• Work as part of a Global Team of Expedited RMA Specialists providing worldwide service;
• Work with Manager of Expedited Services at strategic level to develop the EMEA New Depot Roadmap and to evaluate the financial viability for executive review and approval to open each candidate location;
• Provide leadership by spearheading the opening of new depots by ensuring adherence to documented process and completion of checklist by the cross-functional team;
• Maintain the integrity of the install base for Expedited RMA Services by working with Professional Services and Customers to identify serial numbers under contract, services levels, physical locations, and service locations;
• Interface with key suppliers on a weekly basis by updating all serial numbers under RMA4 with service provider partners;
• Drive improved F5 Customer Satisfaction by working as a member of a team to develop, test, and implement methods of efficiently updating customer software on Replacement appliances;
• Develop new Expedited RMA Service offerings that support business needs in the EMEA Theater.  This will involve working closely with RMA Services team based out of the USA and the EMEA Theater sales and professional services teams.  Servicing Dark Data Centers is a focus of these efforts;
• Serve as the focal point for communication with suppliers such as Flash Global Logistics, for setup and execution  of Expedited RMA’s in EMEA;

• Manage current Expedited RMA service offerings including:
  • Maintaining required inventory at Forward Stocking Locations and Distribution Centers;
  • Coordinating shipments with RMA Logistics to maintain stocking levels at Expedited RMA Depots;
  • Coordinate with internal sales team, partners and customers to ensure required documentation such as WW RMA Sheet are obtained for Expedited RMA services and attached in Salesforce.

• Support RMA Logistics and Services teams by providing options and solutions in response to customer issues;
• Track performance and report monthly on Service Level Metrics and use this information to focus improvements to F5’s processes, quality of Replacement Units, and supplier performance;
• Improve the return on investment by increasing the leverage of the spare appliances deployed in EMEA;
• Handle additional administrative responsibilities, reports and/or projects that involve Customer Support at management discretion.

• Perform other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Goal oriented with excellent quantitative analysis & communication skills.
• Ability to work across international boundaries, cultures and have a working knowledge of the IT industry maintenance practices.
• Work independently, which requires strong organizational skills and time management skills.
• Flexibility to handle multiple tasks simultaneously while meeting deadlines.
• Very strong communication skills (both written and verbal) are essential.
• Ability to work within a team and share knowledge freely with peers.
• Self-motivated and self-directed.

QUALIFICATIONS:

• 4-8 years experience working in customer service or sales.
• 3+ years experience with data entry and working with databases, working in a high volume environment, handling customer interactions via phone and email, multi-tasking and coordinating cross-functional projects.
• Microsoft Suite experience required.
• Oracle Applications, especially Salesforce, and Clarify database knowledge a plus.
• Associates Degree.
• Must speak fluent English.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Duties are performed in a normal office environment while sitting at a desk or computer table.  Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.