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Sr Director, Global Service Part Operations

Company: Netappinc
Location: Sunnyvale
Posted on: September 15, 2020

Job Description:

Job Summary

The Sr. Director Global Service Part Operations will lead a team of approximately 30 people located across the globe who are aligned with NetApp's regional customer support services teams to enable a world-class RMA/spares experience from NetApp meeting all customer service level agreements.

Specifically, the Senior Director, Global Service Part Operations will be expected to:

Approach this role with a transformative mindset. Understand the current state of operations, the logic, rationale, and assumptions behind the current model and the cost/service value proposition being delivered. Once understood, establish a powerful and contemporary planning and fulfillment model optimizing total spend while delivering a competitive market advantage to NetApp.

Represent the GSPO vision, strategy, and needs to Product Engineering and Product Management to ensure product design and spares offering drives ease of field remediation, optimized cost model, and ability to meet service level agreements.

Ensure the availability and timely delivery of spare parts to all warrantied and entitled customers per agreed service levels.

Maximize field RMA asset recovery while minimizing new spares purchases in order to meet customer service levels while avoiding inventory write-downs and write-offs.

Ensure compliance with global data privacy laws and regulations which restricts movement of customer returns and governs responsibilities of our suppliers during test, warranty exchange, and eWaste disposal.

Define overall strategic direction for GSPO, including defining and driving performance

Job Requirements metrics, proactive process development, developing, documenting and driving sourcing plans, assuring supplier diversity and compliance, optimizing costs, and developing a market advantage.

Ensure that all required import /export compliance procedures, policies and documentation are in place in order for NetApp to conduct global service logistics business. Example are: - Harmonized Tariff Schedule, HTS - Electronic Commodity Control Number assignment - ECCN, - Product Classification, - Importer of Record, - Exporter of Record experience, - IOR/EOR, - Brokerage, - Restricted Parties List - RPL

Develop and enable the integration of best practices across NetApp, ensuring the best use of effective sourcing, planning, and supply chain tools, techniques and processes

Act as a steward of NetApp's sourcing talent pipeline. Build a diverse, high performing organization, including the development of local talent in-market. Coach, mentor, and develop outstanding sourcing talent across the organization. Oversee the management of existing supplier relationships and the selection of new sources of supply where needed and appropriate, ensuring that high quality and cost-effective materials are available to the company to support a Lean service supply chain.

Rationalize the supply base to balance material leverage, risk, flexibility, technology, and quality while delivering optimal total landed cost to the enterprise.

Leverage a global perspective to quickly assimilate external information (e.g. market drivers, macroeconomic conditions, etc.) to anticipate its impact across the business and develop associated strategies and action plans to maximize the opportunity.

Think and act globally to lead and collaborate effectively on a cross-functional basis. Be responsible to align the business unit and local, regional and global Sales/Support needs.

Education The successful candidate will have 15+ years of experience in Service/Support functions with hardware-oriented, multi-location, global businesses. The ideal candidate will come from an organization of similar scale and complexity. Familiarity with operating within a global, complicated footprint will be critical.

Keywords: Netappinc, Sunnyvale , Sr Director, Global Service Part Operations, Other , Sunnyvale, California

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