Job Description

Manages customers solutions including revenue growth, key business metrics, and securing customer satisfaction while driving the implementation of corporate strategies. Analyzes and understands the customer's business strategies and future product plans to align company offerings and resources where mutually beneficial.

Principal Responsibilities:

• Primary subject matter expert and point of contact to achieve identified deliverables.
• Manages the end-to-end process of order fulfillment for sustaining program accounts.
• May manage customer accounts up-to multi-million dollars in size and/or including revenue growth, Profit and Loss (P&L) profitability, key business metrics, and securing customer satisfaction.
• Manages required activity with various support organizations in support of delivering customer service level expectations.
• Ensures customer adherence to contractual agreement including identifying options available to enable additional Return on Investment (ROI).
• Subject matter expert for customer-focused strategies that leverage product and solution offerings to drive market share growth and to meet budget expectations.
• Develops strategic relationships with customers, suppliers and peers to identify and leverage business goals while enhancing the company's profit margins.
• Manages a cross section of the largest and/or most strategic accounts with the highest degree of complexity and variability.
• Negotiates contract changes including modifications associated with expanded customer requirements, life-cycle issues, enhancements, upgrades and increased sales.
• Other duties as assigned.

Job Level Specifications:

• Mastery knowledge of industry best practices and disciplines. Considered a subject matter expert within the organization and contributes to the development of new concepts, techniques and standards.
• Develops solutions to highly complex and uniquely challenging situations. Assignments require extensive evaluation of alternatives and variables. Expected to make improvements to policies and procedures.
• Works independently toward long-range goals and objectives. Assignments are often self-initiated using independent judgment and discretion. May act as informal team lead and/or coach less experienced team members.
• Serves as consultant to management and/or internal/external spokesperson for the organization on major initiatives related to policies, plans and long-range objectives.
• Actions may impact the organization and its reputation. Effects of erroneous decisions may be long-lasting, influence the future course of the organization and/or require the expenditure of extensive additional resources.

Work Experience:

• Typically 8+ years with bachelor's or equivalent.

Education and Certification(s):

• Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.

Distinguishing Characteristics:

• Must manage global accounts.
• May require an Engineering, Computer Science or equivalent technical education.
• Proficient in all Microsoft Office products (Excel, Word & PowerPoint).
• Highly skilled in utilization of ERP systems.

The Global Service Operations role is responsible for aspects of managing a global service logistics as well as service parts planning. Avnet is looking for a problem solver who understands the intricacies of executing a global service logistics operation and has experience with service parts planning. The right candidate must be a go getter with an entrepreneurial mindset who doesn’t mind rolling up their sleeves and continuing to improve the customer experience. At Avnet, our focus is not only world class design, configuration, and build of technology solutions but also the long-term maintenance and support of physical hardware throughout its lifecycle.

Key Characteristics

• Must have strong service logistics and planning experience.
• Analytical skills to assess and drive productivity metrics and key performance indicators.
• Ability to plan, problem-solve, and provide innovative solution suggestions.

Duties and Responsibilities

• Assist in the management of a global network of 140 forward stocking locations and support the global logistics aspects of moving spare parts into and out of 57 countries.
• Drive customer on time delivery SLA for next business day and 4-hour service orders while maintaining cost of service goals.
• Execute service part planning strategies for both new buy and repair to achieve maximum part availability.
• Oversee and drive process improvements with 3rd party repair partners and logistics providers.

Qualifications

• Requires Bachelor’s degree. Business Administration, Supply Chain Management, or Engineering.
• 5+ years’ experience in the service supply chain space.
• 3+ years’ experience managing hardware service operations at the regional or global level.
• Parts Planning software experience, Baxter Planning software experience preferred.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.