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
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