Field Service Specialist

Operations  |  San Jose  | ID: 7961 

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Field Service Specialist

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US, and we’ve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you’ll make a valuable — and valued — contribution. We’re a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

 

Field Service Specialist

Roku is looking for an individual with a strong background in post-sales field service.  The Field Service Specialist has the direct responsibility to drive all activities required to maintain activities for a network of field service technicians enabling excellent service and support of Roku products.

Key Responsibilities include:

  • Collaborate with third party service providers to create an excellent product service experience for Roku Customers
  • Serve as primary interface between field service technicians and internal stakeholders
  • Work with Roku Customer Service and Product Engineering to provide timely communication of Roku product bulletins and product updates to field service technicians
  • Oversee training activities for field service technicians
  • Manage the ordering and distribution of spare parts inventory from suppliers to field service technicians
  • Oversee warehousing and inventory of merchandise and spare parts inventory
  • Collaborate with Roku’s Logistics team to ensure the timely movement of merchandise and inventory
  • Drive cost reduction to create efficiencies
  • Provide reporting associated with field service activities
  • Collaborate with Roku Customer Service agents to ensure swift and timely resolution of service tickets

A strong candidate will have:

  • A bachelor’s degree in a relevant field
  • 7 years’ experience in Field Service or Reverse Logistics
  • A background in materials management and supply chain
  • Hands on field technical experience in Consumer Electronics or the IT industry
  • A dedication to excellent customer service
  • Experience developing content material creation for training and process documentation
  • Strong communication skills and experience coordinating activities with outside parties
  • Strong knowledge of Microsoft Office productivity tools
  • Excellent time management skills

A strong candidate will be:

  • A “hands on” leader with an eagerness to contribute and deliver results
  • Highly collaborative by nature; transparent and open-minded
  • Pragmatic and cost conscious
  • An influencer with an ability to bring awareness of complex issues
  • A data driven problem-solver with a tendency to be practical and innovative
  • An excellent communicator with a strong sense of professionalism
#LI-SC1

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. 

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

Thanks for considering a role at Roku. Take a moment to complete the form below. We ask that you remove any photos from your resume or CV before submitting your application. 

Additionally, providing false, misleading, or inaccurate information or responses will void this application and disqualify you from consideration. If employed by Roku, it will result in the immediate termination of employment regardless of when Roku discovers misleading or inaccurate information.

 

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