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FIELD SERVICE - RMA PROGRAM MANAGER - ASHBURN, VA
Purpose of Position

The RMA (Return Material Authorization) Program Manager is responsible for overseeing the entire RMA process, ensuring customer satisfaction through efficient and effective handling of returned electrical equipment, parts and vendor components. This role involves coordinating with various departments, including production, quality assurance, procurement, finance and sales to ensure timely resolution of product issues, continuous improvement of return processes and tracking IEM vendor credit allocations as necessary.

Essential Functions:

  • Develop, implement, and manage the FS-RMA process, ensuring adherence to company policies, procedures and industry standards.
  • Coordinate with customers and the sales teams to understand return reasons, gather the necessary documentation, and issue RMA tracking numbers.
  • Ensure accurate logging of all RMA transactions in the system and maintain detailed records.
  • Serve as the primary point of contact for customers regarding RMA issues.
  • Communicate effectively with customers and the sales PMs to provide status updates, resolve issues, and ensure a high level of satisfaction.
  • Address customer complaints and provide solutions in a timely manner.
  • Work closely with the manufacturing and quality assurance teams to identify root causes of returned products and vendor components.
  • Collaborate with the production team to provide the factory with feedback from the field for product improvements.
  • Liaise with the logistics team to ensure the efficient and safe return of products.
  • Lead initiatives to improve the RMA process, reduce return rates, reduce cost impacts to the company, and help enhance the customer experience.
  • Implement best practices and stay updated on industry trends and standards related to RMA processes.
  • Train and mentor team members on RMA policies, procedures and customer service best practices.
  • Prepare and present regular reports on RMA metrics, including return rates, product defects, reasons for returns, and process performance.
  • Analyze RMA data to identify trends, areas for improvement, and opportunities for reducing return rates.
  • Develop and implement corrective action plans based on data analysis and customer feedback.
  • Ensure compliance with all relevant regulations and standards related to the return of IEM products and vendor provided components.
  • Maintain up-to-date documentation of all RMA processes, policies and procedures.
  • Create asset tagging system for internal and external tracking of RMA inventory.

Education and Experience:

  • Bachelor’s degree in Electrical Engineering, Business Administration, or a related field.
  • Advanced degree preferred.
  • Minimum 5 years of experience in RMA management, customer service, or quality assurance in the electrical equipment manufacturing industry.
  • Proven track record of managing and improving RMA processes.
  • Experience building and leading a RMA team and developing internal processes
  • Advanced proficiency of Microsoft Office applications (Access, Outlook, Excel and PowerPoint)
  • Ability to multi-task and prioritize in a fast-paced manufacturing environment
  • Experience with UL/CSA and ISO 9001 QMS Systems
  • Strong understanding of electrical equipment and manufacturing processes.
  • Excellent communication skills.
  • Ability to work effectively in a cross-functional team environment.
  • Proficiency in working in ERP and CRM systems.
  • Problem-solving mindset with the ability to handle complex customer issues.
  • Attention to detail and strong organizational skills.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Leadership skills with the ability to drive process improvements and mentor team members.
  • Willingness to travel occasionally to company facilities, FS offices or customer sites.
  • 2-3 Years or more years related experience in quality assurance

Physical / Mental / Environmental:

Vision:                         Long periods of close work on computer screen.

Mental Demands:       Interpret, analyze, research and handle multiple tasks simultaneously.

Environment:              Climate controlled office and warehouse space. 

Physical Demands:     Must have the ability to bend over and lift 50lbs packages. 

 

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