RMA Manager

Summary of Position:

The RMA Manager is responsible for managing Return Merchandise Authorization “RMA” repair team’s daily activities, ensure repair team meets monthly repair goals.

Essential Functions:

• Globally manage RMA activity in operations
• Work closely with internal departments such as Operations, Customer Service / Technical Support, Quality and Engineering as required
• Maintain, review, and update process documentation regularly
• Review current processes regularly and implement new processes as required
• Evaluate returned material from customers. Provide input to the Accounting Department to help determine if returned material qualifies for customer credit
• Create responses to special correspondence and handle special assignments and problems such as responses to complex RMAs or product application problems
• Focus efforts to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
• Provide input during the development of systems, methods, and procedures to facilitate efficient and effective Technical Support/RMA department operations. Assist in ensuring all methods and procedures are properly documented
• Notify departments when returned products contain quality problems or other manufacturing defects. Notify finished goods suppliers of the same issues for their products
• Prepare and return material returned to vendors for evaluation
• Establish priorities, organize workloads, and keep Management informed of the more difficult and complex assignments
• Assess RMA returns and provide monthly feedback to management
• Develop and implement cost-saving measures and conserve company resources
• Work with equipment vendors to ensure efficient processing of requests
• Coordinate return of original equipment with customers
• Create tracking tickets, enter relevant information, and follow up until the issue is fully resolved
• Create new process documents as required

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• High School Diploma Required
• 3-5 years of experience

Qualifications:

• 5 years of managing through large-scale growth and change
• Experience in building distributed, fault-tolerant services
• Passion for building long-term, repeatable solutions
• Track record of managing team(s) who deliver technically demanding cross-organizational projects
• Customer service experience in a business environment with troubleshooting experience
• Ability to speak clearly and persuasively
• Ability to write clearly and concisely, edit work, present data effectively, ability to read and interpret written information
• Ability to work within approved budgets
• Microsoft Office experience required
• Experience using an issue-tracking ticketing system
• Strong organizational skills
• Ability to prioritize and handle multiple tasks at once

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.