RMA Reverse Logistics Manager - Networks

Samsung•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 processes tailored to individual customer requirements and becoming the subject-matter expert for hardware services. The team consists of Samsung employees and staff from a third-party logistics partner. The manager reports to the head of Network Hardware Service. The manager oversees operational reporting, return merchandise authorizations, equipment returns and disposition, repair coordination, spare-parts and test-device logistics, and claims for lost or damaged equipment. They manage team activities and resources, maintain service-level commitments, resolve bottlenecks, improve processes and documentation, and represent the team in internal and customer meetings. The role also involves cross-functional work and frequent evening calls with Samsung headquarters in Korea. This position is not eligible for immigration sponsorship.

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.
Ability to participate in frequent evening calls with Samsung headquarters in Korea.

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.

Responsibilities

Lead the Hardware Services team and manage its overall activities.
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 open RMAs and equipment returns.
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 levels 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 responsibilities, adjust assignments as needed, monitor work quality and 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 response and shipment timelines.
Escalate problems and bottlenecks to the Logistics department head as soon as possible.
Continuously improve business processes and tools and update documentation accordingly.
Ensure reports are accurate and delivered to stakeholders on time.
Represent Hardware Services in 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 headquarters' Customer Satisfaction team on repairs, process documentation, system support, inventory management, and related issues.
Provide hardware service cost estimates to Sales for RFP responses.