At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Role Overview:
The RMA Specialist position is a Customer Facing, frontline, individual contributor, operational role. The primary function is successful delivery of Replacement Hardware to customers with valid Support Contracts. The Senior RMA Coordinator prioritizes and executes Service Orders according to Customer Entitlement: (1) 4 Hour Delivery, (2) NBD Delivery, and (3) Standard RMA Service. The RMA Coordinator also contributes to F5 Professional Services Customer Satisfaction by interacting courteously and professionally with customers during the Hardware Replacement process which includes completion of the RMA Template and answering follow up customer queries. The Senior RMA Coordinator also works to retrieve defective units from customers and to address escalated requests.
Sounds interesting? Read on!
What You’ll Do:
Uphold F5’s Business Code of Ethics. Promptly report violations of the Code or other company policies and to adhere to F5 data integrity standards, especially in regard to customer records and install base records
Process all RMA Requests following standard processes as documented under F5 QMS. This includes at a minimum ordering the Replacement from the appropriate location, associating the serial number of the replacement to the Parent ID, and executing allow move to ensure Replacement unit can be licensed
Work as part of a Global Team of RMA Coordinators providing worldwide service and provide regional leadership as well as training and act as mentor to RMA Coordinator Team members on Service Order processing enhancements and improving overall execution
Working in the F5 Customer Relationship Management Tool, monitor RMA Queues and respond to 4 Hour Service Order Requests in under 10 minutes and Service Order Requests in under 120 minutes
Ensure Service Order requests from NSE’s are complete and accurate with valid entitlement. Assume overall responsibility for documented Service Order processing flow within F5’s QMS including continual improvement and to provide accurate and timely communication on Service Order status to all concerned parties
Perform Technical Service Coordinator duties from time-to-time, handle additional administrative responsibilities, reports and/or projects that involve Customer Support at management discretion as well as other related duties as assigned
Research entitlement issues and multiple units under one parent ID at request of Professional Services, Inside Sales, and other interested parties as well as to work with Support Duty Managers to evaluate options for meeting customer requests for service beyond entitlement by following standard Escalations process as documented under QMS
What You’ll Bring:
Associates Degree or better is preferred
3-5 years of experience working in customer service or sales and 1 -2 years of experience with data entry and working with databases, working in a high-volume environment, handling customer interactions via phone and email, multi-tasking and coordinating cross-functional activities
Highly motivated, goal oriented and self-directed with excellent logistical & communication skills in English
Able to work both as a member and independently in a global 24 x 7 team
Able to share knowledge freely with peers across international boundaries and cultures
Possess working knowledge of the IT industry maintenance practices such as Microsoft Suite experience and Salesforce Applications, especially Service Cloud…