Description

Non - Exempt

Full-time

7

Summary:

The RMA Specialist located at Dwyer Instruments, Inc. Headquarters in Michigan City, IN reports to the RMA Lead Specialist and is responsible for processing customer requests for product returns, documenting returns, and coordinating returns with applicable internal Dwyer Instruments, Inc. department and plant employees.

Essential Duties and Responsibilities:

• Provide customer support regarding set up of RMA’s and is responsible for all follow-up and ownership of RMA until completed / closed out.
• Responsible for continuous phone and email coverage of Dwyer Instruments, Inc. assigned call center queues for product returns.
• Responsible for achieving metrics related to customer returns / RMA’s (reference KPI’s below).
• Receive returned goods, unpack and document (evaluate) condition of goods necessary to prepare for evaluation by Production, Engineering or Engineering Laboratory personnel.
• Work within the RMA team and applicable departments, to obtain and submit evaluation information into Dwyer Instruments, Inc. Returns / RMA management system in a timely and accurate manner.
• Work with applicable Dwyer Instruments, Inc. departments (Purchasing, Engineering Laboratory etc...) regarding NIST certifications, repairs, evaluations and / or replacements.
• Coordinate with Quality Manager, Product Managers, Plant personnel and concerns regarding process, timeliness and any unusual problems regarding RMA’s.
• IP unused / new goods to stock
• Support training initiatives for Plants / other departments on RMA processes.
• Batch returns to vendors that require grouped returns / Performa creation.
• Perform other Quality / RMA Team duties as assigned.

Key Performance Indicators (KPI’s):

• Safety – Quality Team 
• RMA days to close – P00
• RMA days to close - Corporate
• Sustained proficiency in all job responsibilities

Requirements

Required Skills / Experience / Competencies:

• Two year technical degree (preferred)
• Two years in customer service or customer / departmental facing role (preferred)
• Experience with G Suite applications and / or Microsoft Office Suite (Outlook, Word, and Excel)
• General mechanical aptitude (preferred)
• Ability to multitask on a day to day basis
• Excellent / professional communication skills, both orally and written
• High level of organization skills and routinely detailed oriented
• Experience in the instrumentation industry a plus

Physical/Mental Essential Functions:

• Ability to read, analyze, and interpret general business documents and manuals
• Ability to interact / communicate effectively with customers, employees, and external personal
• Ability to identify, communicate, and help prevent potential problems
• Must be efficient with strong attention to detail
• Ability to follow a set of procedures or set sequences
• Ability to follow a set of procedures or set sequences
• Ability to work in a fast pace environment
• Must be efficient with strong attention to detail
• Ability to meet frequent project deadlines

Work Conditions:

• Work in an office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some areas are narrow and difficult to maneuver. Work hours are from 8:00 am until 5:00pm with minimal flexibility. No elevator access to the second floor.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice as assigned by the Manager. The job description does not constitute a contract of employment and the position remains at-will.

Dwyer Instruments Inc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, and protected veteran status, status as a qualified individual with a disability, marital status, pregnancy, sexual orientation, ancestry, genetic information, or any other characteristic protected by law.