Production Associate

JOB SUMMARY & SCOPE

Review and complete customer orders according to staging guides and customer SLAs (Service Level Agreements). Responsible for assembly, staging, quality inspection, and light repair of mobile and rugged devices. 

KEY ACCOUNTABILITIES

• Configure, process, stage, kit and audit devices per requirements: Execute provisioning activities including spare device management, kitting, activations, container labeling, asset tag management, pre-staging, installation of images on devices and quality control adherence.
• Provide device staging, troubleshooting and process support for customers relating to service issues.
• Execute warehouse activities including receiving, RMA process flow, picking items, processing items, cycle counts, inventory process, Lean compliance, and inventory disposal.
• Capture all required product identifier data elements as requested (e.g. ESN, IMEI, MAC, etc.) and enter data into appropriate system.
• Execute the RMA and minor repair processes that may involve customer diagnosis, triage activity and minor repairs. Source spare parts as directed or required.
• Execute OEM provided service processes, as applicable.
• Email shipping, timing, delays, and delivery notifications, to internal and external customers.
• Follow quality control audit processes; report non-conformances and corrective actions; highlight areas of good practice.
• Keep areas clean and organized to ensure proper delivery and accurate orders.
• Pack and ship boxes for delivery.
• Utilize shipper website tools for shipping.
• Load, unload and unpack boxes; Inspect and confirm accuracy of devices.
• Utilize appropriate systems to support daily activities.
• Assist in operational reporting metrics.
• May occasionally need to work after hours or on weekends.
• Performs other duties as assigned.

EDUCATION EXPERIENCE KEY TRAITS

• High School Diploma or equivalent.
• 2-3 years of experience in inventory processes, shipping/receiving, software processes, and procedures.
• 2-3 years of experience in the data capture/mobile industry working within a repair and provisioning facility, warehouse, OEM centric operations.
• MDM software experience preferred.
• Experience with minor mobile device repairs.
• Proficient using Microsoft Office 365 (Worde, Excel, Power Point, Outlook, Teams, SharePoint)
• Efficiently and effectively prioritizes, organizes, and monitors multiple concurrent tasks to meet agreed deliverables and deadlines. 
• Ability to keep accurate records and follow documented procedures and standards.
• Ability to meet deadlines and prioritize tasks; work efficiently with minimal supervision; detail oriented.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:         Sustained, measured excellence in project & process delivery
• COST TO SERVE:             Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION:                 Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not involve management of employees

DECISION MAKING REASONING

• Able to take accountability and responsibility for business target delivery and decision making

WORKING RELATIONSHIPS

• OPS Manager
• Depot Services Technical Lead
• Helpdesk/technical team members
• Sales Team
• Business Ops/Warehouse/Admin Teams
• Various Vendors/Manufacturers
• Customers