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.