Delivery Operations Associate

At Platform Science, we’re 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.

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

• 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

• 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

• 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

• 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

• 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

• 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