Lead, Repairs Agent

Responsibilities

• Review all Device Work Order Diagnosis Documents to confirm all repair requests are addressed.
• Communicate with customers regarding in-house device movement as it relates to the Diagnosis, repair status, quoting, and processing steps.
• Manage payment collection process for all Repair Orders & Payment Escalation.
• Manage Repair Device Workflow Process & Escalation.
• Maintain a comprehensive knowledge of how inventory is managed in Netsuite as it relates to RMAs.
• Understand: How to complete WOs, How to allocate SOs, How to check inventory levels for any given item and understand where that item physically is based on what Netsuite reports.
• Maintain a comprehensive understanding of the RMA process from RMA generation to shipment.
• Properly generate an RMA (Salesforce, Netsuite, Internal RMA Database), Efficiently track an RMA using Salesforce, Netsuite, Internal RMA Database, and internal communication.
• Understand which individual within the company is responsible for each step of the RMA process (multiple departments).
• Understand what each individual is responsible for completing at each step of the process.
• Check those other individuals' work to ensure accuracy.
• Know who to address when looking to advance a device through a particular stage.
• Identify which points are bottlenecks in the process to assist other departments in resolving those bottlenecks.
• Occasionally instruct RMA on how to set priority during times where FIFO is no longer realistic to follow.
• Act as a leader for the RMA team when required.
• Act as a resource to the entire tech support team as a source of knowledge:
• RMA Status.
• Repair WO Explanation / Parts Used.
• Communicate with support admins, inventory control, production, and shipping to problem solve issues as they arise.
• Stay up to date with purchasing timelines to understand part availability.

Requirements

• Business Management Degree, or 2-3 years of experience in an Accounting or Order Processing role.
• Ability to lift 30-50lbs; maneuver and move large packages, and work on ladders as needed.
• Stand, walk, push, pull, squat, bend, and reach during shifts.
• Use carts, dollies, hand trucks, and other gear to move items around.
• Go up and down stairs (where applicable).
• Strong verbal and written communication skills.
• Able to manage tasks over time at varied priorities and bring to conclusion.
• Works well under pressure; carries a calm demeanor.
• Strong Attention to Details, able to review and correct documentation quickly.

Qualifications

• Strong attention to details, able to review and correct documentation quickly.

Skills

• Strong verbal and written communication skills.
• Ability to manage tasks over time at varied priorities and bring to conclusion.
• Works well under pressure; carries a calm demeanor.
• Strong Attention to Details, able to review and correct documentation quickly.

Benefits

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Pay

Pay Range: Hourly Rate: $24.00 - $26.50

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.