Manufacturing RMA Lead

Job Overview

We are seeking a highly organized and detail-oriented Manufacturing RMA Lead to oversee the return materials authorization process within our manufacturing facility. The ideal candidate will be responsible for managing product returns, coordinating with cross-functional teams, and ensuring quality standards are maintained throughout the RMA process. This role requires strong communication skills, technical knowledge of manufacturing processes, and the ability to lead a team effectively to optimize operational efficiency and customer satisfaction.

Duties

· Manage the end-to-end RMA process for data loggers and process returns as needed.

· Coordinate with Customer Service and Sales to ensure accurate pricing as on RMA's as needed.

· Collaborate with the manufacturing and quality team to investigate root causes of product failures and implement corrective actions.

· Maintain accurate records of RMA transactions, including reasons for returns, replacement parts used, and repair activities.

· Provide weekly updates to the Production Manager for any parts or sub-assemblies needed to complete RMA's.

· Provide regular updates to customers on the status of their RMAs and ensure timely resolution to meet service level agreements.

· Identify opportunities for process improvements to enhance the efficiency and effectiveness of the RMA process.

· Train and mentor junior team members on RMA procedures and best practices.

· Provide recommendations for avoiding repeat failures.

· Perform the work in a timely manner, to meet customer on time delivery expectations.

· Coordinate with the calibration team to ensure the split orders are processed correctly.

· Provide weekly updates on past due RMA orders and communicate ship dates when available.

Qualifications

· 5 plus years of experience in technical support, customer service, or RMA management, preferably in the electronics or instrumentation industry. Education in electronics, or related field preferred.

· Strong understanding of data loggers, sensors, and related instrumentation technologies.

· Excellent communication skills with the ability to interact professionally with customers and internal stakeholders.

· Proven problem-solving abilities and attention to detail in diagnosing and resolving technical issues.

· Proficiency in using ERP/MRP systems to track and document customer interactions.

· Ability to work independently with minimal supervision and prioritize tasks in a fast-paced environment.

Work Expectations

· Reliability – Consistent and dedicated performance to sustain and nurture the effectiveness of the "team" environment.

· Professionalism - Maintaining a professional attitude and composure with coworkers

· Internal Communication– Foster strong interdepartmental communication with supervisors, co-workers,

· Resourcefulness – Maximize all resources to observe, collect, receive, and otherwise obtain information from relevant sources to solve problems and execute tasks.

· Organizing, Planning, and Prioritizing Work – Balancing tasks to prioritize, organize, and accomplish your work while accommodating deadlines.

Job Type: Full-time

Expected hours: 40 per week

Work Location: In person