Delivery Operations Associate

Who We Are

At Platform Science were working to connect everything that moves.

Founded in 2015 we are an open IoT platform that partners with innovative fleets application developers vehicle manufacturers and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity while encouraging transparency because no matter our backgrounds or responsibilities we are one team.

About the Role

The Delivery Operations Associate is a critical member of our Hardware Services team partnering closely with our RMA specialist to ensure smooth operations across returns shipping/receiving hardware provisioning and device evaluation/troubleshooting. As we consolidate our RMA operations from multiple locations into San Diego this role will be instrumental in establishing efficient scalable processes that support both our Enterprise and Plus business units. This role is solely on-site due to the nature of hands-on inventory management processing and shipping/receiving tasks.

Location: San Diego CA - in office 5 days a week

Returns Material Authorization (RMA) activities

• Partner with RMA lead to consolidate operations from multiple locations to San Diego
• Process disposition and track all RMAs with target of <5 day turnaround
• Receive and process all field return hardware
• Perform hands-on device evaluation and troubleshooting to determine root cause of failures (user error manufacturing defects environmental damage etc.)
• Test returned devices to recreate reported issues and verify defects
• Process specific returns requiring sterilization to ensure safe handling
• Manage shipment and receipt of repairable items to/from external service providers
• Maintain RMA cases in Salesforce and NetSuite systems with detailed failure analysis
• Manage discrepant returns to enable proper RMA processing
• Control returns material storage within RMA receiving area
• Support cost reduction initiatives through improved RMA efficiency

Hardware evaluation and testing

• Troubleshoot tablets gateways cables and power supplies to identify failure points
• Work with Hardware Readiness Team to replicate customer-reported issues
• Document failure patterns and trends for engineering and quality teams
• Test refurbished devices before redeployment

Shipping and receiving activities

• Securely pack hardware products for multiple product lines (Enterprise and Plus)
• Generate and interpret shipment labels
• Verify supplies received match orders and are in proper condition
• Coordinate with 3PL partners (WSA Vertex) as needed
• Support order management and fulfillment operations

Process improvement and documentation

• Understand and maintain Standard Operating Procedures (SOPs) and work instructions
• Identify opportunities to streamline operations between Enterprise and Plus processes
• Support the Hardware Readiness Team with provisioning and deployment activities
• Prepare and maintain inventory reports and metrics
• Track and report on failure trends to support product improvements

Cross-functional support

• Provide backup support to other department functions as needed
• Coordinate with Customer Success on hardware-related escalations
• Support billing team with hardware invoicing issues
• Work closely with Supply Chain Management team on inventory planning
• Partner with Engineering on root cause analysis for systematic issues

Experience

• Coordinate and handle daily operations in a timely manner
• Flexibility to adapt to changing work conditions as a team player that has the ability to work collaboratively
• Demonstrated composure required to perform effectively under stressful situations using good time management and organizational skills
• Demonstrated ability to provide strong interpersonal and communication skills and a penchant for providing superior customer service are desired
• Have an eye for detail
• View and use basic tracking mechanisms (Google Sheets)
• Keyboarding skills and computer literate with capability of quickly learning and applying software applications
• Demonstrated ability with proprietary software applications
• Demonstrated knowledge of parts and nomenclature
• Identify opportunities and obstacles and take appropriate necessary action to address
• Demonstrated analytical and problem-solving skills
• Prepare and maintain inventory reports

Platform Science Benefits Highlights

The company offers various benefits to regular full-time employees including:

• Medical dental and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular full-time employees.

This is a non-exempt role. Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $23.25 and $31.81 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate including but not limited to skill set work experience relevant trainings and certifications business needs market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future. This role may also be eligible for bonus equity and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus equity or benefits.

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At this time we only consider candidates in these states: AL AR AZ CA CO FL GA ID IL KY MA MD MI MN MO NC NH NV NY OH OK OR PA SC TN TX UT VA WA and the future we plan to add more states.

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