Joseph Salamon

Senior Director, Global Support Logistics
NetApp

Global Support and Services Operations Leader with over 25 years’ hands-on operational management experience, specializing in development and execution of Global Product / Customer Support Strategies including: On-site HW Break-fix Parts Replacements, Parts Logistics and Distribution, RMA and Repair, Asset Recovery, Procurement, Field Support, Remote Technical Support and Contact Center Operations. Delivering 24 hour support to Enterprise Customers for Mission Critical systems.

Currently at NetApp responsible for Global Support Logistic operations delivering end-to-end on-site hardware support and remediation to Enterprise Customers.

Operational responsibilities include:

Supply Chain Operations (global inventory planning and management, repair, asset recovery)
Field Service Logistics (3PL delivery, 392 global depots, 194 countries, $230M managed inventory, ~480K supported systems, over 400K annual part/FRU dispatches)
Global Third Party Maintainers operations (34 global TPM suppliers, ~3000 field engineers, ~120K annual dispatches)
Global Contact Centers (CSR) Operations (over 700K+ annual cases, 8 languages)
Global Operations / PMO (systems, tools, metrics and analytics, processes, automation, etc.)
Extensive experience delivering high-quality and high-volume global support and services through a large network of outsource Service Suppliers
Extensive experience in developing and executing global Support and Service delivery strategies for companies ranging from FORTUNE 500 to pre-IPO start-up’s
Proven track record of delivering significant YoY cost reductions (upwards of ~$50M annually) with measurable improvements in quality and customer satisfaction
Successfully developed a strategy and delivered technically complex global field remediations for 000’s of mission critical systems deployed in customer’s datacenters
Consistently delivering SLA compliance of above 99% (RMA) and above 98% (on-site resources)

Check out the incredible speaker line-up to see who will be joining Joseph.

Download The Latest Agenda

Service Advancement Workshop Day - Tuesday, April 18, 2017

Monday, June 4th, 2018

10:15 AM Rules For Successful On-Site Support And Services Outsourcing

Joseph has a successful track record of delivering “Best-in-Class” support services through 3rd party outsourced suppliers. He’s consistently delivered significant YoY cost reductions (upwards of ~$50M annually) through global service supplier models and strategies deployment, contract negotiations, supplier consolidations, realignment and strategy changes in supply chain operations, and other strategies, all of which he will share with you in this workshop. Specifically, you’ll dive into:

•Improving and maintaining quality in an outsourced environment

•Managing cost effectively

•Scaling your global operations

Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017

Monday, February 4th, 2019

4:20 PM PANEL: Mastering Millennial Management

Millennials are the future of your organization and becoming the major generation represented in your technician-base. And as you know, with every generation there are learning, communicating, incentivizing, and working preferences that need to be considered in order for your organization to thrive. Hear this expert panel debate, among other things:
• Making your organization one millennials will want to work at
• Incentivizing and developing millennials
• Exploring other retention strategies that work