Service Operations Specialist

Job Title: Service Operations Specialist

The Elevator Pitch

Join Evolv Technology as a Service Operations Specialist, where you'll play a pivotal role in ensuring the seamless flow of parts and materials critical to our operations. In this dynamic position, you'll be at the heart of our service operations, working closely with support teams, field service engineers, and the manufacturing team to manage the shipping, receiving, and inventory of parts. Your meticulous attention to detail, effective communication skills, and ability to coordinate complex service activities will be key in enhancing our Return Material Authorization (RMA) processes, reducing costs, and optimizing our overall service efficiency. By the end of your first year, you will be recognized as the go-to expert for all field-replaceable parts operations, driving improvements that directly impact customer satisfaction and operational excellence.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

·       Participate in EvolvED: Engage in our comprehensive new hire orientation program to understand the company's values, processes, and your role.

·       Independently Ship Parts: Learn and execute the process of shipping parts correctly and promptly without supervision.

·       Communicate with Leadership: Establish regular communication with support and global services leadership to align on goals and expectations.

·       Build Trust and Respect: Develop strong working relationships with current Field Service Engineers (FSEs) and Technical Support Engineers (TSEs).

·       Coordinate and schedule Field Service technicians for system maintenance and repair tasks.

·       Monitor and manage Field Service technicians' work orders to ensure timely completion.

Within 3 months, you will:

·       Track Inventory: Take responsibility for monitoring and managing inventory levels.

·       Oversee Parts Allocation: Use an inventory checklist to successfully manage and allocate parts.

·       Continue Shipping Parts: Maintain the efficiency and accuracy of the parts shipping process.

·       Collaborate with Manufacturing:  Work closely with the manufacturing teams to order parts for the Waltham services team.

·       Intake and Route Parts: Receive parts, process them correctly, and ensure they are routed to the appropriate parties.

·       Manage Field Parts: Handle the return of parts from the field and coordinate with the manufacturing team for quality control and quality checks.

By the end of the first year, you will:

·       Improve RMA Process: Enhance the Return Material Authorization (RMA) process for efficiency and effectiveness.

·       Identify Cost-Saving Opportunities: Seek and implement opportunities to reduce costs and simplify existing processes.

·       Become a Key Resource: Establish yourself as the go-to person on the Global Services team for any services operations related to all field-replaceable parts.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Attention to Detail
• Ensuring accuracy in shipping documents, inventory tracking, and quality checks.
• Effective Communication
• Regular interaction with support teams, leadership, customers, and other departments to ensure smooth operations.
• Service Coordination
• Managing and coordinating service activities to guarantee timely and efficient delivery.
• Inventory Management
• Tracking, allocating, and maintaining inventory levels, as well as handling parts intake and returns.
• Process Optimization and Problem-Solving
• Analyzing processes to improve efficiency, handling shipping errors, and identifying cost-saving opportunities.

What is the leadership like for this role? What is the structure and culture of the team?

You will be joining the Global Services team and reporting directly to the Director of Global Services.

The team culture is one based on building trust, collaboration, on-going development through kindness, authenticity, courage, drive, and fun!

Where is the role located?

This role is based out of the HQ in Waltham, Massachusetts. This is not a fully remote position.

What is the salary range?

The annual salary range for this full-time position is $75,000 – $85,000. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Our salary ran