Return Processing Lead

Duties and Responsibilities

• Provides guidance to the RMA Technical team for processing repairs on industrial computers and rugged tablets through optimized business processes
• Helps to set objectives for departmental success in safety, quality, production, and teamwork
• Manages weekly reporting on efficiency, timeliness, and quality
• Identifies potential problems, root causes, and recommends improvements to upper management
• Prevents product damage and ensures a safe working environment
• Maintains repair flow through the inventory system to minimize costs while meeting customer expectations
• Buils trusted relationships with customers to meet Service Level Agreements (SLAs) and enhance brand experience
• Acts as Project Manager for Enhanced Services, ensuring communication and customer expectation management
• Solves issues related to quality documentation, lead times, and vendor communication
• Serves as liaison between customers, internal departments, and vendors, ensuring customer requests are addressed effectively
• Improves group efficiency by identifying opportunities and managing new projects
• Primary contact for internal systems support (e.g., Netsuite, Freshdesk/Hubspot)
• Identifies business and renewal opportunities related to Enhanced Services
• Other duties as assigned

Requirements

• Associate's degree or 3 years of related experience in computer repair or computer technician environment; or 5 years of relevant experience in lieu of a Degree
• Proven supervisory or team lead experience with HR activities
• Technical skills in electronic hardware for problem resolution with vendors
• Experience with Quality Management Systems (ISO 9001) is a plus
• Professional communication skills with vendors/customers
• Track record in managing customer escalations and negotiations
• Experience with international clients is a plus
• Proficient in Microsoft Word, Excel, and Outlook
• Eager to learn about products and markets
• Self-motivated, independent learner with a passion for new technology
• Project Management or Service Department Management experience required