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 ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonuses, overtime pay, equity, or benefits.

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].