Global Repair Services & Third-Party Management Specialist

Position Overview

We are looking for an experienced GRS Operations & Third-Party Management professional to support and manage Global Repair Services operations, with a primary focus on North America and the Americas region.

The role will be responsible for managing multiple third-party vendors and repair partners, driving operational performance, monitoring KPIs and SLAs, managing inventory and cost performance, and supporting complex operational and customer escalations.

This position requires a strong North American business orientation, experience working with U.S.-based customers, vendors and cross-functional teams, and availability to operate primarily during North American business hours.

The successful candidate should be highly independent, analytical, and execution-oriented, with the ability to manage multiple priorities, translate operational data into management insights, and drive third parties toward measurable performance improvements.

Key Responsibilities

Third-Party & Repair Operations Management

• Manage multiple third-party vendors, repair centers and operational partners, primarily across the Americas.
• Own the ongoing operational relationship with external partners and serve as the GRS focal point for performance, priorities and escalations.
• Monitor vendor performance against agreed KPIs, SLAs, OTD, quality, cost and inventory targets.
• Conduct regular operational and business reviews with third parties.
• Identify performance gaps, establish corrective actions and follow through to closure.
• Coordinate priorities across vendors, customers, CBUs and internal teams.
  

KPI & Performance Management

• Develop, monitor and communicate operational KPIs and management dashboards.
• Analyze trends, exceptions and performance gaps across repair, logistics, inventory, SLA and financial metrics.
• Drive improvement plans based on KPI performance.
• Prepare clear management presentations and executive-level operational reviews.
• Convert complex operational data into clear conclusions, risks and recommended actions.
  

RMA, Repair & Logistics Operations

• Support end-to-end RMA and repair operations for customers and internal business units.
• Coordinate customer and CBU deliveries and logistical requirements.
• Ensure performance against customer SLA and On-Time Delivery (OTD) commitments.
• Support material and component availability for repair centers.
• Manage priorities and escalations when supply, repair capacity or logistics issues impact customer service.
• Support internal RMAs, Capex requirements, and inventory replenishment activities.
  

Inventory & Cost Management

• Monitor inventory levels and replenishment requirements across repair locations.
• Support inventory planning and optimization while balancing service levels and financial exposure.
• Monitor operational spending and support budget control, forecasting, and cost analysis.
• Assess the operational and financial impact of process, sourcing, inventory, and lifecycle decisions.
• Identify opportunities for cost reduction without compromising customer support or SLA performance.
  

Cross-Functional & Lifecycle Management

• Work closely with Supply Chain, PLM, NPI, Engineering, Finance, Customer Support and other internal functions.
• Support NPI, product lifecycle, LTB/EOL and repair-readiness activities.
• Navigate complex cross-functional processes and drive issues toward resolution even when ownership is distributed across several organizations.
• Evaluate the operational, inventory and cost implications of lifecycle changes.
  

Required Skills & Experience

• Strong experience in third-party/vendor management, preferably involving multiple service providers or repair partners.
• Proven operational experience in the U.S./North American market and strong understanding of working with North American customers, vendors and teams.
• Ability and willingness to work primarily in a North American-compatible time zone.
• Experience in repair operations, RMA, service logistics, supply chain, depot/repair center operations or similar service operations.
• Strong KPI and SLA management capabilities, including performance analysis and corrective-action management.
• Strong analytical skills and proven ability to work with large and complex data sets.
• Strong inventory management and budget/cost-control orientation.
• Excellent presentation skills, including the ability to build and present clear business and operational reviews to management.
• Ability to work independently with minimal supervision and take full ownership of operational issues.
• Strong problem-solving and decision-making skills, including the ability to balance customer impact, operational risk and cost.
• Ability to manage several priorities, vendors and escalations simultaneously.
• Strong customer orientation and professional communication skills.
• Excellent written and verbal English.
• University degree or equivalent relevant professional experience.
  

Preferred Qualifications

• Previous experience in the telecommunications, networking, electronics repair or technology service industry.
• Experience managing outsourced repair operations, contract manufacturers, third-party logistics providers or external service partners.
• Knowledge of Nortel, GENBAND, SONUS or Ribbon product environments is highly desirable.
• Experience with Repair, NPI, PLM and LTB/EOL lifecycle processes.
• Strong Excel/data-analysis capabilities and experience preparing management dashboards and executive presentations.
  

Key Success Measures

Success in this role will be measured through:

• Third-party vendor performance
• SLA achievement
• On-Time Delivery (OTD)
• RMA and repair performance
• Inventory performance and availability
• Cost and budget performance
• Quality and operational compliance
• Timely closure of escalations and corrective actions
• Quality and accuracy of KPI reporting and management presentations
• Customer and internal stakeholder support

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'