RMA Reverse Logistics Manager - Networks

Samsung Electronics•Coppell, TX

About The Position

The Reverse Logistics Manager for Samsung Electronics America’s Networks business unit leads the Hardware Services team, which supports network equipment returns and repairs during construction, warranty, and post-warranty periods. This customer-facing role requires managing and improving complex business processes tailored to customer requirements and developing subject-matter expertise in hardware services. The team consists of Samsung employees and staff from a third-party logistics partner. The position reports to the head of Network Hardware Service. The manager oversees operational metrics and executive reporting, RMA processing, equipment returns and work in process, repairs, spare-parts inventory, shipments, and contractor claims. They manage team activities, workload, priorities, quality, and resources to meet customer service-level agreements. The role also represents the team in internal and customer meetings, collaborates across functions, supports Samsung headquarters on service matters, and provides hardware service cost estimates for sales proposals. Frequent evening calls with Korea are required due to the time difference.

Requirements

At least 6 years of related experience.
Bachelor’s degree.
Ability to think critically and react quickly.
Excellent written and verbal communication skills.
Strong Excel skills.

Nice To Haves

Knowledge of network equipment and its business model.
Prior experience using Samsung systems such as Watch-Q and NERP.
Korean language skills are helpful for frequent interaction with headquarters.

Responsibilities

Lead and manage the overall activities of the Hardware Services team.
Own weekly and monthly operational metrics, including TAT, RMA efficiency, AFR, ECN, and inventory, and prepare executive summaries for Quarterly Business Reviews.
Issue RMAs to customers and contractors.
Monitor equipment returns, including open RMAs.
Monitor work in process to ensure equipment is properly received and dispositioned.
Collaborate with warehouse and hardware lab operations to resolve exceptions.
Coordinate repairs with Samsung headquarters and third-party vendors.
Monitor spare-parts inventory and replenish as required.
Coordinate test-device shipments and returns with field technicians.
Coordinate spare-parts shipments and returns with field technicians and third-party construction contractors.
File and manage claims against contractors for lost or damaged equipment.
Assign team responsibilities and adjust them as needed; monitor work quality, particularly customer interactions; set priorities and direct resources to critical areas.
Ensure the team has the staff, training, inventory, systems, and other resources needed to meet customer SLAs, including a four-hour response to RMA requests and same-day shipment for advance replacement requests.
Escalate problems and bottlenecks to the Logistics department head promptly.
Continuously improve business processes and tools and update documentation.
Ensure reports are accurate and delivered to stakeholders on time.
Represent Hardware Services at internal and customer meetings, including monthly and quarterly business reviews.
Collaborate with other teams, including SCM and Finance, on cross-functional projects.
Work with Samsung HQ’s Customer Satisfaction team on equipment repairs, process documentation, system support, inventory management, and related issues; this requires frequent evening calls with Korea.
Provide hardware service cost estimates to Sales for RFP responses.