Description :
Job Title: Operations Management
Job Category: Operations
Product: (Not Product Specific)
Date Posted: 09/30/2008
Job Code: 243248
Location: WA - Redmond
Travel Required:
Provide strategic as well as tactical Programs Leadership for the repair and refurbishment network for E&D Hardware.
Continuously improve the supply base for this business consisting of regional refurbishment and depot repair centers
and onsite service providers with supporting customer service, administrative and parts sales and logistics processes.
As the business owner this position is responsible for meeting/exceeding the pricing and performance terms established
with the selected third party vendors. Establishing and meeting and continually improving customer service levels are
key to the success of this position. This position will act as the advocate and liaison between the customer operating
units and the hardware operations group in Redmond.
Responsibilities:
Establish the strategy, direction and tactical implementation for hardware refurbishment and repair within an established
network of vendors for the US and Canada. Coordinate with operations managers globally to establish a repair and
refurbishing network regionally. The Refurbishment and Repair framework will include the following key areas:
Contract and price negotiation for upcoming contract service term
o Drive contract design with legal and the other operations centers in conjunction with Hardware operations
o Establish and drive long term pricing strategy
o Drive quarterly management reviews
o Drive Strategic priority setting with the chosen vendor(s)
o Work to establish strong relationship management (communication and advocacy)
Drive Continuous vendor development (Drive/Accountable):
o Continuous process improvements throughout the supply chain
o Drive and set goals towards mutually beneficial cost reduction initiatives
o Provide technical and operational support to hardware operations as needed
o Determine overall long term capabilities and capacity (related to throughput)
Establish service level and contract compliance guidelines and measurements
o Establish vendor performance management goals and objectives including a strong Microsoft Field
support organization
o Define specific requirements within the statement of work and overall contract framework
o Agree Service Levels with selected vendor
Management activities
o Interface with cost accounting and other areas of finance as needed
o Drive and continuously analyze vendor risk evaluation and management
o Insure level playing field between vendors during contract negotiations
o Set guidelines for long range departmental budgeting
Technical Activities
o Insures required capacity is available in all aspects of supply base to support business
Inventory Accountability
o Directs supply base to achieve budgeted inventory goals of consoles and components in repair process
o Directs timely returns of In Warranty components to respective vendors for credits
o Insures credits/replacements are received
o Performs quarterly audit to minimize loss and adheres to MS supply chain security guidelines
Revenue Generation
o Drives policy/strategy for out of warranty repair
o Reviews and Analyzes Out of Warranty revenue generation
o Works with the business group to Manage growth of Service Contracts business in the commercial
and consumer markets
Returns Reduction/Push Backs/Recovery Responsibility
o Accountable for returns reductions through meetings with retail accounts and sales managers to drive down
return %s of out of norm retailers, 30 retailers
o Drives credit dept. to collect for non policy returns, for example, damaged product, missing accessories or
product outside of return period, $2.5 million
Projects
o Manages and/or participates in cross regional projects
o Manage preparation and evaluation of RFI's / RFP's
o Participate in hardware design reviews as needed
o Drive cost reductions as identified in a service framework.
o Analyze and report on failure rates, failure patterns and parts costing throughout the supply chain.
Contacts:
The Service Manager would be expected to develop and maintain excellent communication with customers,
VPs, GMs, Directors and Managers at Corp., Microsoft Subsidiaries and various HQ's around the world; work
directly with Surface Computing Device manufacturers as required. This position would also represent the Director
, Repair and Refurbishment as required.
Qualifications Should Include:
Minimum of 10-15 years of demonstrated work experience in a commercial customer and consumer service and
repair environment, including experience in running operations, facilities, repair lines, P&L responsibility, inventory
management, account, project management and customer service.
A BA/BS degree in business, mathematics, engineering or related field required or equivalent.
Strong working knowledge of the commercial market and or fast moving consumer goods market place focused on
refurbishment and repair in both a depot and onsite service structure.
Prior management experience required and demonstrated ability to manage/supervise diverse groups and in
particular cross regional groups.
Strong working knowledge of vendor contracts and negotiation principles.
Strong working knowledge of distribution, and/or supply chain principles
Strong working knowledge of vendor selection and RFP processes.
Demonstrated ability to manage large projects/programs.
Strong working knowledge of domestic and/or international business practices.
Strong working knowledge of and ability to interpret complex analysis, budgeting, and business information.
Ability to translate customer needs into an actionable plan.
Strong demonstrated ability to write, speak and present information effectively and persuasively across
communication settings.
Demonstrated experience in reengineering efforts and statistical training such as Six Sigma.
Self sufficient PC skills: Excel, Word, Power Point, Visio, Outlook etc.