Return and Repair (RMA) Administrator

Summary

This position is primarily responsible for overseeing all aspects of work orders for our Technical Service department. This includes coordinating with the RMA & Tech Support Manager on the successful completion of customer units for repair, managing billing for work completed, processing in/out VRMAs in a timely manner, and shipping repairs back to customers.

Duties and Responsibilities

• Provides clear direction and general guidance to the RMA Computer Repair Technicians to process repairs on industrial computers and rugged tablets by following established business processes that optimize departmental operations.
• Receives, logs, and prioritizes service requests from clients and ensures prompt assignment to appropriate repair technicians and monitors progress to meet service-level agreements (SLAs).
• Generates quotes for product repairs and shares with customers, invoices, and processes credit card payments from service and repair customers.
• Processes in/out VRMAs from and to our vendors when repairs cannot be made in-house.
• Picks parts for the RMA Computer Repair Technicians to expedite RMA turnaround times.
• Works on repairs during high volume periods of incoming RMAs, by performing evaluations, generating reports, and documentation for analysis and compliance purposes.
• Identifies areas for improvement and contributes to process enhancements.
• Independently solves issues that arise related to quality documentation, lead times, sourcing, planning production, and vendor communication.
• Acts as a liaison between our customers and internal departments including Product Management, Sales, and Customer Support, in addition to vendors in the Supply Chain and customers.
• Directs RMA Computer Repair team when the Supervisor is not present and escalates as needed.

Requirements

• Strong organizational skills
• Great attention to detail
• Associate's degree from two-year college or technical school, or one year related experience in computer repair or related field; or a minimum of 3 years of experience in lieu of an Associate's degree; or an equivalent combination of education and experience.
• Technical skills (Electronic Hardware) required to successfully solve problems with vendors.
• Knowledge and/or experience with Quality Management Systems (ISO 9001 or ISO 13485) a plus.
• Proven experience with vendor/customer communication in a professional setting.
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Experience working with international clients, a plus.
• Proven ability to work with Microsoft Word, Excel, and Microsoft Outlook.
• Eagerness to learn about our products and our markets.
• A true passion for learning about and leveraging new technology.
• Highly motivated individual who is a self-starter, doesn't require constant instruction to learn, and is interested in continuously expanding their skill set.

Benefits

• Rev Share Bonus Plan - quarterly and annual based on company performance
• 401K matching
• HRA (Health Reimbursement Account) covers medical, dental, and vision expenses
• Gym membership reimbursement
• Paid Holidays and PTO days
• Birthday PTO and Volunteer Day
• Culture Committee Program
• Employee Referral Bonus Program
• Modern office work environment with free drinks and snacks