Job Description

Role Overview:

The Expedited Specialist builds the foundation for successful execution of Expedited RMA's by expanding the Expedited RMA Depot Footprint in APACS Theater and then optimizing the stocking of these depots. The Expedited Specialist also contracts Field Technician Services. The 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.

What You'll Do:

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 APACS 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 APACS Theater. This will involve working closely with RMA Services team, 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 APACS
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 APACS
Handle additional administrative responsibilities, reports and/or projects that involve Customer Support at management discretion.
Perform other related duties as assigned.

What You Bring:

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.
Must speak fluent English.
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.

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.