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Service Operations Manager

3 months ago

Santa Clara, United States Arista Networks Full time

Company Description

Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.

At Arista we value the diversity of thought and perspectives that each employee brings to the table. We  believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.

Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.

Job Description

Who You’ll Work With

The Service Operations Manager works within the Service Logistics Organization at Arista, and plays a key role in enabling the success of Arista’s post-sales Support offerings, which includes Warranty, Same Day and Next Business Day delivery of critical spare parts to Arista’s end customers. The Service Logistics Organization within Arista is responsible for Arista’s Service Supply Chain, including Arista’s global network of service depots, planning of spare parts inventory, stocking of spare parts globally, import / export of spare parts, rapid delivery of hardware replacements to end customers, reverse logistics of RMA returns from customers, and the repair and reuse of customer-returned inventory, all areas integrated end to end to deliver the best in class operations and service to our customers.

What You’ll Do

Working within Arista’s Global Service Operations team, and working closely with Arista’s Logistics, Service Planning, Finance, Quality, and Repair Operations teams, the Service Operations Manager must ensure that Arista is exceeding Customer Satisfaction, with optimal cost, delivery and quality performance as a top priority. With this role, the individual will be responsible for the day-to-day execution for providing customers and partners with the order creation, order management, order dispatch and order delivery of Request Materials Authorizations (RMAs) for replacement parts and/or On site labor to assist with situations in where equipment covered under warranty or contract fails, as well, as to act as the Contact Center’s Vendor Manager.

  • Ensure that key policies, processes, and methodologies are developed, implemented, and adhered within GSO.
  • Drive vendors to achieve Key Performance Indicators, including RMA on time delivery, on time execution of warehouse transfers, backorder, RMA dispatch and RMA creation.
  • Drive Request for Quote (RFQ) activity with new service supply chain partners – execute on RFQ process, drive final vendor selection, and drive new vendor implementation.
  • Negotiate contracts, pricing, and terms and conditions of Master Service Agreements (MSA) and Statements of Work (SOW) with service supply chain partners
  • Develop and implement consolidated executive review process to streamline operational metrics
  • Drive implementation of initiatives for the department that are aligned to corporate objectives
  • Develop and implement procedures, operating manuals, and balanced scorecards for Contact Center vendors.
  • Continuously assess vendor capabilities, financial solvency, product/service quality & pricing.
  • Maintain relevant vendor information and documents.
  • Identify areas for corrective/preventative actions and opportunities to improve services and productivity.
  • Manage Exception approvals & escalations engagement.
  • Handle internal and external escalations.
  • Effectively learn all the processes and resource availability to meet the client’s needs.
  • Create and define new Special Arista’s Order Hold Management.

Qualifications

  • 5+ years' demonstrated ability and proven success in professional services operations, and customer orientation within a high technology environment
  • Deep understanding of supply chain operations and client methodologies, process management and formulation of policies, programs, plans, and systems to meet commitments.
  • Direct experience in managing customer sensitive escalation.
  • Able to control and manage a global Contact Center or Call Center operation.
  • Experience/expertise in the GSO business is recommended but not required.
  • Self-starter who has the ability to handle multiple tasks in a fast-paced environment.
  • Holistic understanding of organizational goals and how they impact the operation of the business. Must have experience managing cross-functional teams and projects.
  • Ability to influence and motivate internal and external stakeholders
  • Strong communication and analytical skills
  • Experience with Microsoft Office, including strong proficiency in Excel
  • Experience in Service Logistics and/or Manufacturing preferred
  • Experience with NetSuite and Salesforce preferred
  • Team player with strong analytical skills and attention to detail.
  • Fluent in English, Spanish is a plus.
  • Excellent written, verbal, and interpersonal skills.
  • At all times, operate with integrity and build trust with both internal and external partners.

Compensation Information:

The new hire base pay for this role has a pay range of $90,000 to $150,000 across the US.
Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location.

The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Arista’s Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.

#LI-GR1

Additional Information

Arista Networks is an equal opportunity employer.  Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or law law.  All your information will be kept confidential according to EEO guidelines.