Joseph Salamon

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)