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Posted on Dec 8, 2024

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At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

POSITION SUMMARY:

Reporting to the Sr Director of Global Services Logistics, the Senior Manager, Global Services Logistics role will manage key aspects of RMA Order delivery, Depot Forward Stocking, Asset Retrieval, Repair, Logistics programs and processes. Proven track record of managing processes and logistics execution, specifically providing timely hardware replacement products for F5 customers. Employee relationships and development are also integral. The function will provide the highest level of service to our global customers whilst at the same time maintaining cost effective and efficient operations with a high standard of service and product quality. The Senior Manager, GSL; is a key contact for management escalations from customers, partner organizations, and F5 Support team members. This responsibility requires the Manager to interact with the customer, partner or Support teammate regarding high profile and on occasions, high impacting events during intense and acute situations.

This role is accountable for operational results, in particular Expedited RMA On Time Delivery Performance. ERMA On Time Delivery is one of a number of Top-Quality Objectives that drive the success and continuous improvement within the GSL function. In a WW managed environment, the role of the Sr. Manager requires interaction across multiple Global Network Support Center locations requiring leadership skills to address both immediate operational actions and strategic collaboration in line with F5 policies and Quality Management System. Additionally, the Senior Manager, GSL, has an in-depth knowledge of F5 business systems and processes, using that experience to manage key strategic projects within the GSL dept and global support services group. The Senior manager also provides guidance and support to cross-team initiatives with other Global Services teams.

Provide leadership to a multi-member team with members based in APCJ, EMEA, and NALATAM providing 24 x 7, 52 weeks of the year coverage. Guide Team members in building and maintaining depots, setting stock levels, ordering stock, shipping Replacement Hardware, retrieving defective assets, and ensuring licenses are transferred to Replacements. Collaborate with other GSL functions such as RMAL, RMA ENG and Trade Compliance. Manage relationships between F5 GSL and Service Supplier Partners providing both logistics and SaaS.

Providing guidance to subordinates and coordinating activities between team members. Facilitate a strong rapport between Global Services Logistics and the other departments in Support, Professional Services, Sales, PD and F5 as a whole.

For the right candidate, we are open to hiring someone in a region other than the USA.

PRIMARY RESPONSIBILITIES:

Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

Manage the global distribution systems, delivering replacement appliances and FRU’s to our customers in a timely manner, per tiered delivery strategy and Service Level Metrics.
Develop a WW depot footprint and stocking levels that provides timely, cost-effective service and quality replacements.
Provide direction and management for various GSL team members: ESS, RMAC, Trade Compliance, Material Planning, RMA Logistics, and RMA ENG teams.
Manage and/or be a major contributor to the planning and implementation of strategic policies and initiatives contributing to process and infrastructure improvement.
Manage Sales/Renewal/Support/NPI/PD/Manufacturing interaction by coordinating and setting GSL priorities.
Manage customer interaction by coordinating communication internally and externally and directing issues to resolution.
Ensure high customer satisfaction on all support-related interactions by guiding the team to the processes and standards outlined in F5’s Quality Management System.
Responsible for management of various 3PLP including those providing product logistics and SaaS.
Perform other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Proven track record in managing and developing employees
High level of knowledge of logistics standards, processes and customer service. Knowledge of repair, test and manufacturing a plus.
Strong written and verbal communication skills in English including ability to develop a consensus and drive all organizations to achieve goals.
Ability to manage a team and provide transparency by sharing knowledge freely with subordinate and peers will greatly assist in the success of the individual.
Be able to work with adjacent levels of management on various teams.
Ability to interact with senior management and executives on matters concerning multiple functional areas and/or customers.
Ability to work in a highly collaborative team environment
Intermediate to advanced knowledge of Excel, PowerPoint and other Microsoft Office apps
Oracle Applications, Service Cloud CRM, SFDC Service Cloud knowledge a plus.

QUALIFICATIONS:

Minimum 5 - 10 years of experience in Operations, Repair, Reverse and/or Logistical Services.
Prefer 3 - 5 years of experience in managing the Services or Reverse Logistics function or equivalent experience.
B.S. degree or appropriate degree with experience in Management, Service Logistics, Repair or Engineering.
Management of vendors/suppliers or equivalent experience.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Job may be performed on-site at a customer or supplier facility, or in an office environment sitting at a desk or computer table. Duties require the ability to travel up to 20% via automobile and airplane, including international travel and potentially with minimal notice. May require being on call periodically and working outside normal working hours (evenings and weekends). Job requires the ability to lift up to 50 lbs.

F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace. The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $131,280.00 - $196,920.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.

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