Delivery Operations Associate

Platform Science•San Diego, CA

6h•$23 - $32•Onsite

About The Position

The Delivery Operations Associate is a critical member of our Hardware Services team, partnering closely with our RMA specialist to ensure smooth operations across returns, shipping/receiving, hardware provisioning, and device evaluation/troubleshooting. As we consolidate our RMA operations from multiple locations into San Diego, this role will be instrumental in establishing efficient, scalable processes that support both our Enterprise and Plus business units. This role is solely on-site due to the nature of hands-on inventory management processing and shipping/receiving tasks. Location: San Diego, CA - in office 5 days a week

Requirements

Coordinate and handle daily operations in a timely manner
Flexibility to adapt to changing work conditions as a team player that has the ability to work collaboratively
Demonstrated composure required to perform effectively under stressful situations, using good time management and organizational skills
Demonstrated ability to provide strong interpersonal and communication skills and a penchant for providing superior customer service are desired
Have an eye for detail
View and use basic tracking mechanisms (Google Sheets)
Keyboarding skills and computer literate with capability of quickly learning and applying software applications
Demonstrated ability with proprietary software applications
Demonstrated knowledge of parts and nomenclature
Identify opportunities and obstacles and take appropriate necessary action to address
Demonstrated analytical and problem-solving skills
Prepare and maintain inventory reports

Responsibilities

Returns Material Authorization (RMA) activities
Partner with RMA lead to consolidate operations from multiple locations to San Diego
Process, disposition, and track all RMAs with target of <5 day turnaround
Receive and process all field return hardware
Perform hands-on device evaluation and troubleshooting to determine root cause of failures (user error, manufacturing defects, environmental damage, etc.)
Test returned devices to recreate reported issues and verify defects
Process specific returns requiring sterilization to ensure safe handling
Manage shipment and receipt of repairable items to/from external service providers
Maintain RMA cases in Salesforce and NetSuite systems with detailed failure analysis
Manage discrepant returns to enable proper RMA processing
Control returns material storage within RMA receiving area
Support cost reduction initiatives through improved RMA efficiency
Hardware evaluation and testing
Troubleshoot tablets, gateways, cables, and power supplies to identify failure points
Work with Hardware Readiness Team to replicate customer-reported issues
Document failure patterns and trends for engineering and quality teams
Test refurbished devices before redeployment
Shipping and receiving activities
Securely pack hardware products for multiple product lines (Enterprise and Plus)
Generate and interpret shipment labels
Verify supplies received match orders and are in proper condition
Coordinate with 3PL partners (WSA, Vertex) as needed
Support order management and fulfillment operations
Process improvement and documentation
Understand and maintain Standard Operating Procedures (SOPs) and work instructions
Identify opportunities to streamline operations between Enterprise and Plus processes
Support the Hardware Readiness Team with provisioning and deployment activities
Prepare and maintain inventory reports and metrics
Track and report on failure trends to support product improvements
Cross-functional support
Provide backup support to other department functions as needed
Coordinate with Customer Success on hardware-related escalations
Support billing team with hardware invoicing issues
Work closely with Supply Chain Management team on inventory planning
Partner with Engineering on root cause analysis for systematic issues