Manager, RMA Administration
Job Description
BE PART OF BUILDING THE FUTURE.
What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?Â
The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 9,000 customers including 50% of the Fortune 500, we’ve only scratched the surface of our ambitions.Â
Pure is blazing trails and setting records:
- For eight straight years, Gartner has named Pure a leader in the Magic QuadrantÂ
- Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
- Industry analysts and press applaud Pure’s leadership across these dimensions
- And, our 4,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
SHOULD YOU ACCEPT THIS CHALLENGE...
The RMA Administration function is responsible for the creation of dispatch orders that are used to coordinate the replacement of products at the customer’s site. The replacement activity requires the coordination of the service parts fulfillment and the on-site field engineering resources.
The Manager of Customer Administration will have extensive experience managing dispatch creation, coordination, monitoring and the implementation of real time corrective actions as required. Must have excellent customer service skills and experience managing outsource vendors. The Manager of Customer Administration will lead a team of RMA Administration professionals located within Pure’s geographical sales and support regions.
International team members will be a shared resource with the regional GSL managers.
Primary Responsibilities:
- The Manager of Customer Administration manages the creation, coordination, monitoring and fulfillment of dispatch orders on a global basis through the services provided by Pure’s outsourced RMA administration partner.
- The Manager of Customer RMA Administration and his/her team will proactively address any issues with a dispatch with the aim of
correcting any issues within the customer’s contracted SLA timescales. - The goal is to ensure that Pure’s customers enjoy the service part replacement and installation services with the timescales defined within the service contract that they purchase.
- Develop and lead a high-performance team of RMA Administration professionals. S/he will be responsible for defining the team’s goals, providing them with industry leading tools and ensuring their on-going educational requirements are met.
- The Manager of RMA Administration and his/her team will work closely with the GSL Planning & Forecasting team and Regional GSL Managers to proactively resolve any service parts availability issues.
- The Manager of RMA Administration and his/her team will work with the GSL Field Engineering team to manage field engineering escalations that may impact the on-time arrival of a Field Engineer to a customer’s site to perform on-site break-fix activities.
- In collaboration with the corporate trade compliance team, the Manager of RMA Administration and his/her team will proactively address import and export issues for international dispatches where Pure does not have a service depot or the dispatch may be dependent on a replenishment order.
- Responsible for the establishment of performance metrics and delivery on a monthly/weekly basis as required.
 WHAT YOU’LL NEED TO BRING TO THIS ROLE...
- 5+ plus years experience in a management position within an international RMA Administration function for service parts and customer fulfillment within the high-tech industry
- 5 years plus of experience handling customer escalations
- Working knowledge of international shipping, customs/Importer of Record/Exporter of Record procedures
- BS in Business Administration or equivalent years of experience
- Extensive experience working with vendors such as UPS, OnProcess, CSS, FedEx, DHL, or similar
- Experience using Oracle or SAP
- Comprehensive experience using MS Office or Google Docs
- Excellent communication skills both written and verbal
- Due to the global nature of Pure’s business, the Job Holder will be expected to work outside of normal business hours on occasion and travel internationally.
- The ability to speak additional languages is a bonus
- Must be available to be "on call" on weekends.
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.Â
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.
DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.
PURE’S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE
In accordance with Pure’s policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date. Should you require an exemption for medical or religious reasons, you must initiate Pure’s exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.
Date Posted
09/12/2022
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5
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