Sr Service Logistics Execution Manager – Support Operations

The Sr Service Logistics Execution Manager is responsible for leading end-to-end service logistics programs supporting various portions of the FRU operation, including partner management, spare parts fulfillment, repairs, returns (RMA), and reverse logistics. This role drives execution across internal teams and external vendors to ensure timely order fulfillment, predictable service turnaround, cost control, and regulatory compliance. The ideal candidate brings strong program management discipline, hands-on vendor execution experience, and working knowledge of trade compliance in a global hardware environment.

Key Responsibilities

Service Logistics & Program Execution

• Partner closely with Service Logistics planner to ensure inventory commit dates are established and met by suppliers
• Drive program execution by managing timelines, dependencies, and deliverables across multiple vendors and internal stakeholders.
• Proactively identify risks to fulfillment, turnaround time, or service levels and drive corrective actions to resolution.
• Ensure service logistics operations scale with product launches, volume changes, and geographic expansion.
• Identify and resolve operational gaps affecting service levels, cost, or customer satisfaction.
  
  

Vendor & Fulfillment Management

• Manage third-party logistics providers (3PLs), repair depots, freight forwarders, and fulfillment partners responsible for service order execution.
• Actively push vendors to meet committed fulfillment dates, turnaround times, and service-level agreements (SLAs).
• Own daily, weekly, and monthly follow-ups with vendors on open orders, backlog, shortages, and exceptions.
• Drive root-cause analysis and corrective actions for late shipments, inventory discrepancies, or quality issues.
• Establish clear KPIs, such as turnaround time, repair yield, quality, etc., and escalation paths to ensure vendor accountability and continuous improvement.
• Act as an escalation point for complex operational or partner issues.
  
  

Trade Compliance & Regulatory Support

• Assist the GLTC team to support accurate classification, documentation, valuation, and country-of-origin for service parts and returns.
• Ensure service logistics comply with import/export regulations, customs requirements, and trade compliance policies.
• Support audits, investigations, and corrective actions related to service logistics and reverse logistics trade compliance.
  
  

Data, Reporting & Continuous Improvement

• Track and analyze service fulfillment performance, vendor execution metrics, cost drivers, and compliance indicators.
• Develop dashboards and reporting to monitor order fulfillment status, turnaround time, backlog, and SLA performance.
• Lead continuous improvement initiatives to reduce cycle time, improve fulfillment predictability, and lower service costs.
• Contribute to process standardization, documentation, and best practices
  
  

Required Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Business, Engineering, or a related field.
• 5 years of experience in service logistics, fulfillment operations, or program management within a hardware or technology company.
• Proven experience managing external vendors with direct accountability for order fulfillment and timelines.
• Working knowledge of global trade compliance requirements impacting hardware, spare parts, and returns.
• Strong execution mindset with the ability to drive follow-up, accountability, and closure.
• Excellent communication, organization, and stakeholder management skills.
  
  

Preferred Qualifications

• Experience supporting global service networks for complex hardware products.
• Familiarity with ERP and service systems (e.g., SFDC, NetSuite).
• Experience with reverse logistics, repair depot operations, or aftermarket service
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• PMP, APICS/ASCM, Lean/Six Sigma, or trade compliance certifications.
  
  

Key Competencies

• Vendor execution & fulfillment management
• Program ownership and timeline accountability
• Trade compliance awareness
• Data-driven decision making
• Continuous improvement and operational rigor