Service Logistics Manager

The Cohesity Service Delivery group is seeking Service Logistics Manager to drive an optimal customer service experience across the entire suite of Cohesity Appliances.

As a regional Service Logistics Manager, you will be responsible leading a team in the EMEA region, based in the UK. You are responsible for coordinating field service activities to enterprise customers globally. You’ll also be responsible for working with cross functional internal and external partner teams to drive quality case handling and service delivery. Oversight of our appliance customer services, include ensuring that assigned Cohesity field resource partners are adhering to proper service management and service delivery processes and practices to improve the end-to-end customer experience.

This position is also a People Leader role and will include managing a team in the UK for oversight of our Support and Service Delivery processes. This includes scheduling, HR liaison, regular 1:1s and periodical performance reviews. 
 
Responsibilities:

• Lead one of three teams coordinating field service delivery activities for enterprise customers globally.
• Ensure quality case handling and service delivery by collaborating with internal and external teams.
• Oversee appliance field service, ensuring adherence to service management and delivery processes.
• Monitor and respond to events affecting customer appliances and services.
• Manage field service escalations to resolution and drive improvements in customer experience.
• Lead teams supporting technical operations and hardware support (RMA).
• Organize ongoing field service activities and reverse logistics operations.
• Engage in support management and customer advocacy.
• Program management and professional interaction with customers, vendors, and clients.
• Work outside normal business hours and travel as required.
• Drive continuous improvement in customer support experience.
• Build relationships with major accounts and align support efforts.
• Contribute to and lead new initiatives to enhance customer experience.
• Oversee complete appliance unit replacements.
• Multi-task and meet multiple deadlines.
• Generate timely reports on key performance indicators and other analyses.
• Assist RMA Manager with field service activities.
• Coordinate with Operations on standard operating procedures (SOP).Document work instructions and processes for service logistics.
• Perform other duties or special projects as assigned.
• Manage logistics and 3PL scorecard systems, KPIs, and business review
• A people leader responsible for all aspects of staffing, scheduling, employee requests and HR outreach, employee/manager meetings and employee performance reviews
• Communicate effectively and work well in a team environment.

Qualifications:

• Proven leadership and interpersonal skills.
• Ability to work efficiently with cross-functional teams.
• Detail-oriented, organized, and energetic.
• Experience with SalesForce, Netsuite, Microsoft Office,
• PowerBI/Tableau, Oracle.
• Strong written and oral communication skills.
• Experience in service logistics, RMA, and data storage hardware.
• Knowledge of server hardware and logistics.
• Expertise in commercial contract negotiation and ERP systems (e.g., Netsuite).
• Experience with RFQs and contract negotiations
• Trade Compliance knowledge
• BS in Supply Chain, Logistics, Engineering, or equivalent.

Skills:

• Excellent communication and interpersonal skills.
• Problem-solving and creative thinking.
• Ability to influence others and work in a team environment. 
• Strong organizational and multitasking abilities.
• Professional demeanour and solid work ethic.