Reverse Logistic Technician III

Scope:

Follows established procedures on routine work Requires detailed instructions

Your Roles and Responsibilities:

- Support & cross-train into all L3 ITAM services as needed to maintain day to day operations for forward and reverse logistics. - Responsible for inventory asset management and e-recycling. - Use ticketing systems with a focus on customer service, SOP adherence, and quality. - Use ticketing systems to report individual and team work accomplishments and to track metrics, conduct daily quality audits for peer tasks and warehouse spaces. - Monitoring team absence levels & scheduling tasks based on availability - Identifying & corrective performance issues - Monitoring work queues for the site, and flag any tickets/orders at risk of SLA breach. Take corrective actions - Perform RCA on failures and provide countermeasures - Act as deputy to RL supervisor, and back-fill in managing team & tasks in their absence. - Utilize inventory data management software to maintain inventory accuracy and workflow. - Lead team meetings, report absences, and progress towards metrics and SLAs. - Ensure team task completion based on set schedule and SOPs. - Triage, handle and fulfil customer requests via a web portal and in person as needed. - Receive and inspect return shipments. Verify accurate deliveries against hardware return requests while looking for damages, shortages, wrong items and other concerns; notify the appropriate person or vendor. - Four Eyes reviewer for returns and recycling processes. - Maintain return and recycling inventory records; assess department or warehouse needs and order supplies as appropriate; maintain stock records. - Responsible for inventory procedures including the actual total count of stock items and spot check as needed. - Perform cleanup duties to maintain the warehouse in a safe and orderly manner. - Contribute to large scale global projects as needed. - Hardware data destruction and collection for e-recycle. - Hardware sanitization and quality checks to ensure hardware reliability and reuse. - Report inventory discrepancies, task progress and process gaps and determine and implement solutions. - Work with the compliance team on lost asset investigations and proactively provide updates. - Explaining SOPs to other team members and ensuring others are following SOPs. - Regular training with team members to ensure metric fulfillment. - Engage cross functional teams for ordering inventory & planning hardware shipments. - Liaise with cross regional peers on best practices, planning, and issue resolution. - Review the performance of third party vendors and coordination with them for the improvement of services. - Effective peer management skills. - Training and onboarding of T1 & T2 technicians with support from supervisor. - Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills:

- High school diploma or general education degree (GED) and 2+ years’ related experience and/or training; or equivalent combination of education and experience. - High attention to detail and ability to follow other technicians’ direction to ensure quality. - Effectively utilize ticket, inventory, and dispatch management systems. - Determines methods and procedures on new assignments and may coordinate activities of other personnel. - Networks with key contacts outside one’s own area of expertise. - Proven ability to adapt to changing priorities, conditions, and circumstances while ensuring important deadlines are met. - Strong organizational skills including effective record-keeping and maintenance techniques. - Basic knowledge of computer hardware with the ability to learn new software. - Proficiency working with standard desktop PC tools and applications, such as MS Office, MS Outlook, web browsers, etc. - If applicable at site, ability to operate material handling equipment – pallet jacks and forklifts (if certified) is a plus. - Understands policies and objectives of the assigned program and corresponding activities. - Knowledge of health and safety regulations. - Proficient English communication in terms of speaking,writing and reading.