XTN-3695992 | HARDWARE REFUND & RETURN SPECIALIST

The Haas Device Specialist is responsible for supporting the end-to-end lifecycle of hardware devices provided through our Hardware-as-a-Service (HaaS) program. This role works closely with the field sales team, engineering, leasing vendors, and OEM hardware partners to ensure a smooth experience for customers during device returns, buyouts, and ongoing technical support.

A successful candidate will be detail-oriented, proactive in communication, and skilled in managing multiple operational tasks with efficiency and professionalism.

• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion

• Customer Device Return Support:
  Assist field sales teams by managing customer requests related to reverse logistics, including generating and distributing return shipping labels.
  
  

• Leasing Coordination:
  Validate the return and status of devices with external leasing vendors to ensure compliance and accurate record-keeping.
  
  

• Buyout Quote Management:
  Process and deliver accurate customer buyout quotes upon request, supporting purchase decision-making and transitions.
  
  

• Technical Follow-up:
  Follow up on customer support inquiries, including coordination with engineering for provisioning, deactivation, or device connection issues.
  
  

• Hardware Partner Coordination:
  Redirect customers to appropriate hardware partners for issues outside the scope of the HaaS program, ensuring seamless resolution.
  
  

• Cross-functional Collaboration:
  Work closely with internal teams including sales, engineering, and logistics to ensure operational efficiency and exceptional customer support.

• 2+ years of experience in customer support, logistics, sales operations, or a related field.
• Strong organizational and multitasking abilities with attention to detail.
• Excellent written and verbal communication skills.
• Experience coordinating with external vendors or leasing partners is a plus.
• Familiarity with CRM tools (e.g., Salesforce, ServiceNow) and shipping/logistics platforms.
• Comfortable working cross-functionally in a fast-paced, customer-driven environment.

• Knowledge of hardware lifecycle, provisioning, or Hardware as a service models.
• Experience in coordinating with technical teams or engineers.
• Strong problem-solving and follow-up skills.