Description
Company Overview
Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Join us on our mission to shape the future of our industry.
Position Overview
The Cohesity Service Delivery group is seeking Service Logistics Manager to drive an optimal customer service experience across the entire suite of Cohesity Appliances. As a regional Service Logistics Manager based in the UK for the EMEA region, you will be responsible for leading a team coordinating field service activities to enterprise customers globally. You’ll also work with cross-functional internal and external partner teams to drive quality case handling and service delivery.
Responsibilities
- Lead one of three teams coordinating field service delivery activities for enterprise customers globally.
- Ensure quality case handling and service delivery by collaborating with internal and external teams.
- Oversee appliance field service ensuring adherence to service management and delivery processes.
- Monitor and respond to events affecting customer appliances and services.
- Manage field service escalations to resolution; drive improvements in customer experience.
- Lead teams supporting technical operations and hardware support (RMA).
- Organize ongoing field service activities; manage reverse logistics operations.
- Engage in support management; act as customer advocate.
- Program management; maintain professional interaction with customers, vendors, clients.
- Work outside normal business hours; travel as required.
- Drive continuous improvement in customer support experience.
- Build relationships with major accounts; align support efforts accordingly.
- Contribute to lead new initiatives enhancing customer experience.
- Oversee complete appliance unit replacements; multi-task effectively under deadlines.
- Generate timely reports on key performance indicators (KPIs) & analyses as needed.
- Assist RMA Manager with field service activities coordination with Operations on SOPs
- Document work instructions & processes for service logistics
- Perform other duties or special projects as assigned
- Manage logistics & 3PL scorecard systems KPIs & business review
People Leadership Responsibilities
A people leader responsible for all aspects of staffing: scheduling employee requests HR outreach employee/manager meetings employee performance reviews.
Qualifications
Proven leadership & interpersonal skills. Ability to work efficiently within cross-functional teams. Detail-oriented organized energetic individual experienced with SalesForce Netsuite Microsoft Office PowerBI/Tableau Oracle Strong written oral communication skills Experience in Service Logistics RMA Data Storage Hardware Knowledge of server hardware logistics Expertise in commercial contract negotiation ERP systems (e.g., Netsuite). Experience RFQs contract negotiations Trade Compliance knowledge BS degree Supply Chain Logistics Engineering or equivalent.
Skills
Excellent communication interpersonal skills Problem-solving creative thinking Ability influence others teamwork Strong organizational multitasking abilities Professional demeanor solid work ethic.
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin nationality ancestry age disability gender identity expression marital status veteran status or any other category protected by law.
Accommodation Information
If you are an individual with a disability requiring reasonable accommodation during any part of the application process or are limited unable access use this online application process needing alternative method applying contact us at 1–855–9COHESITY [email protected] assistance.
In-office Expectations
Cohesity employees who are within reasonable commute e.g., within forty-five (45) minute average travel time work out core offices 2–3 days week their choosing.