Laxman Ganesh

Global operations, resource planning, and customer service leader with 17+ years of experience in complex services environments, including global aftermarket operations, forecasting, cross-regional coordination, and capacity planning. Proven track record managing multi-regional teams (APAC, EMEA & AMER), overseeing end-to-end service workflows, driving process improvements, and partnering with cross-functional leaders to optimize resource utilization and operational performance. Experienced in global supply/demand alignment, internal reporting, SLA governance, and execution of strategic improvement initiatives.

Known for data-driven decision-making, strong financial acumen, cross-cultural collaboration, and building high-performing teams.

Manager, APAC RMA Support at Fortinet Technologies India Pvt Ltd (2025-02 – Present)

• Lead RMA operations across APAC ensuring smooth coordination between global supply planning, customer forecasts, and regional demand needs.
• Acted as the global backup for EMEA and AMER, ensuring seamless demand management and continuity of daily operations.
• Manage a team of specialists, driving performance against KPIs, accuracy targets, and SLA adherence.
• Coordinate with global cross-functional teams to maintain service continuity and optimize resource allocation.
• Analyze RMA data to identify trends, recurring issues, and financial impact, supporting data-driven decisions and operational insights.
• Lead continuous improvement projects to enhance turnaround times, reduce costs, and strengthen customer experience.
• Collaborate with vendors and partners to streamline external involvement and maintain compliance with global policies.

RMA Support Manager – India, APAC & EMEA at Fortinet Technologies India Pvt Ltd (2015-08 – 2025-02)

• Managed end-to-end RMA operations across multiple regions, acting as the escalation and coordination point across Sales, PMO, Field Services, and Operations.
• Led resource alignment and scheduling across geographies, ensuring adequate capacity to meet regional forecasts, order volumes, and SLA commitments.
• Conducted performance evaluations, implemented process corrections, and improved team productivity through SOP updates and workflow enhancements.
• Actively contributed to inventory forecasting discussions with leadership and optimized utilization of regional logistics networks and 3PL partners.
• Strengthened governance by simplifying documentation, ensuring policy compliance, and maintaining high reporting accuracy.

Acting Asset Recovery Manager – Global Asset Recovery Project at Fortinet Technologies India Pvt Ltd (2015-08 – 2025-02)

Concurrent with RMA Support Manager role

• Directed global asset recovery operations, managing regional teams (Global) and driving strategies for overdue, lost, or stolen hardware.
• Created and maintained operational documentation, dashboards, and reports presented to senior leadership.
• Collaborated cross-functionally to enhance recovery effectiveness and streamline processes aligned with global service policies.

Customer Service Support Lead at Extreme Networks India Pvt Ltd (2013-09 – 2015-09)

• Managed global RMA support, coordinating order fulfillment, partner communication, and logistics execution.
• Generated performance reports and QBR materials; supported internal data segmentation and forecasting.
• Supervised a team of 8+ and facilitated process improvements within customer service operations.

Customer Service Specialist at Digi M2M Solutions India Pvt Ltd (2012-09 – 2013-09)

• Managed RMA creation, returns workflows, and SLA-driven customer request handling using ERPLN.
• Ensured high-quality service levels and accurate processing of exchange/advance replacement requests.

Returns Specialist at TE Connectivity (formerly ADC Telecommunications) (2010-09 – 2012-09)

• Executed returns, credit, and reshipment processes via SAP; resolved freight/pricing issues and managed compliance reports.
• Identified process gaps and facilitated continuous improvement.

Senior Process Executive at Infosys BPO (Client: Insight) (2008-09 – 2010-09)

• Handled procurement workflows, vendor pricing negotiation, and shipment coordination for North American customers.
• Trained junior members and ensured compliance with SLA, quality, and turnaround commitments.

Bachelor's Degree in Commerce (Accounts) – Vijaya Degree College, R.V. Road, Bangalore (2005 – 2008)

Pre-University Course – Vijaya P.U. College, R.V. Road, Bangalore (2003 – 2005)

Secondary School Leaving Certificate – St. Joseph's High School, Chamarajpet, Bangalore (2002 – 2003)