Microsoft Asia has provoked a few smirks overnight, posting a job spec for Xbox Regional Service Manager in Australia, demanding applicants of a super-human nature only apply.
We have posted the job spec in full so that you too can appreciate what some poor soul will be charged with in the coming months:
Establish the strategy and direction for Xbox refurbishment and repair in the region within an established network of partner or partners. The Refurbishment and Repair framework will include the following key areas:
Contract and price negotiation for upcoming contract service term.
Drive contract design with legal and the other operations centers in conjunction with Hardware operations.
Establish and drive long term pricing strategy.
Drive quarterly management reviews.
Drive Strategic priority setting with the chosen vendor(s).
Work to establish strong relationship management (communication and advocacy).
Drive Continuous vendor development (Drive/Accountable)
Continuous process improvements throughout the supply chain.
Drive and set goals towards mutually beneficial cost reduction initiatives.
Provide technical and operational support to hardware operations as needed.
Determine overall long term capabilities and capacity (related to throughput).
Establish service level and contract compliance guidelines and measurements
Establish vendor performance management goals and objectives.
Define specific requirements within the statement of work and overall contract framework.
Agree Service Levels with selected vendor.
Technical Activities
Participate in hardware design stages as appropriate to ensure serviceability of the consoles.
Responsible for reviews of potential legal or safety issues caused by product failures.
Resolves escalated call centre customer or product issues.
Directs Rapid Review quality programs in service centres.
Inventory Accountability
Directs servicer to achieve budgeted inventory goals of consoles and components in repair process, $300k.
Directs timely returns of In Warranty components to respective vendors for credits.
Insures credits/replacements are received.
Performs quarterly audit to minimize loss.
Revenue Generation
Drives policy/strategy for out of warranty repair.
Reviews and Analyzes Out of Warranty revenue generation.
Manage Service Contract Business in Region.
Returns Reduction/Push Backs/Recovery Responsibility
Accountable for returns reductions through meetings with retail accounts and sales managers to drive down return %s of out of norm retailers, 30 retailers.
Drives credit dept. to collect for non policy returns, for example, damaged product, missing accessories or product outside of return period, $2.5 million.
Projects
Manages and/or participates in cross regional projects.
Manage preparation and evaluation of RFI's / RFP's for any change in business model.
Participate in hardware design reviews as needed.
Drive cost reductions as identified in a service framework.
Analyze and report on failure rates, failure patterns and parts costing throughout the supply chain.
Minimum of 10-15 years of demonstrated work experience in a high volume consumer service and repair environment, including experience in running operations, facilities, repair lines, P&L responsibility, inventory management, account, project management and customer service.
A BA/BS degree in business, mathematics, engineering or related field required or equivalent.
Strong working knowledge of the console game market and or fast moving consumer goods market place focused on refurbishment and repair.
Prior management experience required and demonstrated ability to manage/supervise diverse groups and in particular cross regional groups.
Strong working knowledge of vendor contracts and negotiation principles.
Strong working knowledge of distribution, and/or supply chain principles.
Strong working knowledge of vendor selection and RFP processes.
Demonstrated ability to manage large projects/programs.
Strong working knowledge of domestic and/or international business practices.
Strong working knowledge of and ability to interpret complex analysis, budgeting, and business information.
Ability to translate customer needs into an actionable plan.
Strong demonstrated ability to write, speak and present information effectively and persuasively across communication settings.
Demonstrated experience in reengineering efforts and statistical training such as Six Sigma.
Self sufficient PC skills: Excel, Word, Power Point, Visio, Outlook etc.
Language skills: bilingual in English and Japanese.
Strangely, unassisted flight, experience in space travel, x-ray vision and the ability to leap tall buildings in a single bound are not required!
We have posted the job spec in full so that you too can appreciate what some poor soul will be charged with in the coming months:
Establish the strategy and direction for Xbox refurbishment and repair in the region within an established network of partner or partners. The Refurbishment and Repair framework will include the following key areas:
Contract and price negotiation for upcoming contract service term.
Drive contract design with legal and the other operations centers in conjunction with Hardware operations.
Establish and drive long term pricing strategy.
Drive quarterly management reviews.
Drive Strategic priority setting with the chosen vendor(s).
Work to establish strong relationship management (communication and advocacy).
Drive Continuous vendor development (Drive/Accountable)
Continuous process improvements throughout the supply chain.
Drive and set goals towards mutually beneficial cost reduction initiatives.
Provide technical and operational support to hardware operations as needed.
Determine overall long term capabilities and capacity (related to throughput).
Establish service level and contract compliance guidelines and measurements
Establish vendor performance management goals and objectives.
Define specific requirements within the statement of work and overall contract framework.
Agree Service Levels with selected vendor.
Technical Activities
Participate in hardware design stages as appropriate to ensure serviceability of the consoles.
Responsible for reviews of potential legal or safety issues caused by product failures.
Resolves escalated call centre customer or product issues.
Directs Rapid Review quality programs in service centres.
Inventory Accountability
Directs servicer to achieve budgeted inventory goals of consoles and components in repair process, $300k.
Directs timely returns of In Warranty components to respective vendors for credits.
Insures credits/replacements are received.
Performs quarterly audit to minimize loss.
Revenue Generation
Drives policy/strategy for out of warranty repair.
Reviews and Analyzes Out of Warranty revenue generation.
Manage Service Contract Business in Region.
Returns Reduction/Push Backs/Recovery Responsibility
Accountable for returns reductions through meetings with retail accounts and sales managers to drive down return %s of out of norm retailers, 30 retailers.
Drives credit dept. to collect for non policy returns, for example, damaged product, missing accessories or product outside of return period, $2.5 million.
Projects
Manages and/or participates in cross regional projects.
Manage preparation and evaluation of RFI's / RFP's for any change in business model.
Participate in hardware design reviews as needed.
Drive cost reductions as identified in a service framework.
Analyze and report on failure rates, failure patterns and parts costing throughout the supply chain.
Minimum of 10-15 years of demonstrated work experience in a high volume consumer service and repair environment, including experience in running operations, facilities, repair lines, P&L responsibility, inventory management, account, project management and customer service.
A BA/BS degree in business, mathematics, engineering or related field required or equivalent.
Strong working knowledge of the console game market and or fast moving consumer goods market place focused on refurbishment and repair.
Prior management experience required and demonstrated ability to manage/supervise diverse groups and in particular cross regional groups.
Strong working knowledge of vendor contracts and negotiation principles.
Strong working knowledge of distribution, and/or supply chain principles.
Strong working knowledge of vendor selection and RFP processes.
Demonstrated ability to manage large projects/programs.
Strong working knowledge of domestic and/or international business practices.
Strong working knowledge of and ability to interpret complex analysis, budgeting, and business information.
Ability to translate customer needs into an actionable plan.
Strong demonstrated ability to write, speak and present information effectively and persuasively across communication settings.
Demonstrated experience in reengineering efforts and statistical training such as Six Sigma.
Self sufficient PC skills: Excel, Word, Power Point, Visio, Outlook etc.
Language skills: bilingual in English and Japanese.
Strangely, unassisted flight, experience in space travel, x-ray vision and the ability to leap tall buildings in a single bound are not required!
Companies:
Microsoft
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