Xyratex International is a leading provider of enterprise class data storage subsystems and network technology. Building on over 25 years of research and development experience in disk drive development, storage systems and high-speed communication protocols, we design and manufacture enabling technology that provides our OEM (Original Equipment Manufacturer) and disk drive manufacturer customers with data storage products to support high-performance storage and data communication networks.

Xyratex International is currently seeking a Warrenty/Customer Service Manager for the West Sacramento site.

With minimal direction the Warranty/Customer Service Manager is responsible for developing, planning, guiding, and controlling the activities of the Warranty area to meet department deliverables. This will involve managing the warranty team in all aspects to ensure complete customer satisfaction in terms of product repair activities. Developing solutions to a variety of complex problems that are consistent with organizational objectives, they provide leadership to subordinates in achieving organizational business objectives and individual deliverables according to company policies and guidelines.  Relies on experience and judgment to plan and accomplish goals.

Essential Job functions & Responsibilities:

·         Participates in and/or supports the development and execution of NSS strategies to meet business objectives.

·         Manages daily business activities and tasks.

·         Delegates and prioritizes the work of others.

·         Sets and manages clear and aggressive yet attainable standards and goals for self and team.

·         Drives continuous improvement programs across area of responsibility.

·         Shares best practices with partners and peer groups.

·    Organize the team to ensure customers ability to return faulty product efficiently. This extends from initial contact, internal processes of product and final shipment back to end customer.

·    Ensuring customer target turnaround times of returned product are achieved consistently.

·    Establish suitable internal manufacturing assembly/test processes to ensure faulty product can be analyzed, confirmed as failure, repaired, suitably re-tested and re-sent back to end customer with prescribed times.

·   Ensure planning is conducted to provide sufficient material required to allow the returned product to be repaired, while protecting turnaround times.

·   Tight Inventory management of warranty products as well as development and evaluation returned products.

·   Become familiar with various Storage products that Xyratex manufactures and have a sound understanding of how the manufacturing process works. This will call for close liaison with other parts of the organization, including manufacturing, test, shipping and our UK / SE Asia Warranty teams.

·   Ability to work on new bid opportunities for Storage customers and able to articulate a sound, but cost effective method for managing repair product.  

Knowledge, Skills & Abilities:

·         Demonstrate subject matter expertise in one or more manufacturing-relevant disciplines.

·         Basic understanding of functional groups related to Warranty.

·         Understand the corporate business plan and his/her role in supporting it.

·         Advanced level customer service skills to manage expectations, perceptions and outcomes.

·         Prioritize multiple tasks, managing conflicting deadlines, and working effectively in a dynamic environment.

·         Analysis-level analytical skills necessary to assess information and apply judgment in decision making.

·         Exemplify effective verbal, written and interpersonal communication skills.

·         Intermediate level skill working with ERP (i.e SAP, Oracle, Baan, etc.), and MS Office Suite of products including Word, Excel, PowerPoint and Outlook.

·         Advocate point of view when appropriate.

·         Apply skills of persuasion and the ability to create consensus.

·         Works with integrity.  Maintains credibility by meeting commitments.

·         Actively pursues opportunities for learning and self development.

·         Understands span of control to escalate or delegate issues to appropriate levels.

Education & Experience:

·         Bachelor’s Degree in Engineering, or Business, or Manufacturing Technology, or Science, or related subject.

·         5+ years of Management experience in a manufacturing environment is required.

·         Experience meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

·         Experience working in problem and change management environments.

·         Previous background of managing a customer services organization is preferable, with sound knowledge of customer needs and internal manufacturing operations.

Schedule requirements:

·         Must be able to support and manage in a 24*7 environment.

Physical requirements:

·         Ability to communicate verbally.

·         Ability to operate computer equipment.

·         While performing the essential functions of this job, the employee is regularly sitting in a standard office environment at a desk using a computer, phone, fax and copy machine. 

·         The employee may occasionally need to lift up to 10 pounds. 

Supervisory responsibilities:

·         Recruit, manage, coach, and evaluate performance of exempt, nonexempt, individual contributors and supervisor level staff.