Director of Global Customer Operations & Fulfillment
Waltham Office (POST), United States
R
USD 195K-255K Executive-level Full Time
Tasks
- Conduct consigned inventory audits
- Coordinate forward replacement unit logistics
- Define and report support SLA metrics
- Direct field support engineering and on site triage
- Enforce field safety SOPs
- Establish escalation pathways
- Lead serviceability engineering liaison
- Lead tiered technical support operations
- Manage FRU stocking strategies
- Manage diagnostic tools and calibration kits
- Manage ticket triage and diagnostics
- Operate global 3PL 4PL logistics network
- Optimize RMA workflows
- Oversee depot repair operations
- Partner with customer success and integration teams
- Translate failure modes into preventative maintenance
Perks/Benefits
- 401k
- Annual bonus
- Dental insurance
- Medical insurance
- Paid time off
- Travel opportunities
- Vision insurance
Skills/Tech-stack
3PL | 4PL | Customer Effort | Customer Effort Score | Customer support | Cycle counting | Depot repair | FCR | FRU Stocking | Field Service | Field Service Management | Inventory Management | Jira | Logistics Fulfillment | MTTR | Preventative maintenance | Quality Engineering | RMA management | SLA management | Salesforce Service | Salesforce Service Cloud | Service Cloud | Service Management | Serviceability Engineering | Technical diagnostics | Ticket triage
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