SUMMARY OF POSITION: The RMA Manager will be responsible for overseeing the Return Material Authorization process (RMA), ensuring efficient and accurate handling of returned products. This role involves managing an integrated and cross functional RMA team, optimizing return processes, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in logistics, customer service, planning, and product repair processes.
- Manage RMA Processes: Oversee the entire RMA process, including receiving, inspecting, and processing returned products as well as the planning and scheduling of rework activities
- Team Supervision: Lead, mentor, and manage a team of RMA specialists, providing guidance and support to ensure efficient operations.
- Customer Communication: Act as the main point of contact for customers regarding returns, ensuring timely and clear communication.
- Process Improvement: Continuously analyze and improve RMA processes to enhance efficiency, reduce costs, and increase customer satisfaction.
- Inventory Management: Coordinate with the inventory team to manage returned stock, ensuring accurate records and proper storage.
- Reporting: Generate and analyze reports on return trends, product defects, and process efficiency, providing insights to senior management.
- Compliance: Ensure all RMA processes comply with company policies and industry environmental, health and safety laws and regulations and accepted safe work practices.
EDUCATION AND/OR EXPERIENCE REQUIRED:- Bachelor's Degree in a technical, quality or supply chain discipline, preferred
- Minimum of 5 years' experience managing an RMA /MRB Department or function.
- Quality Engineering experience in precision machining manufacturing environment
- Expertise in Level 1 repairs (basic diagnostics, simple repairs, and testing)
- Strong attention to detail, organizational, and time-management skills.
- Proficiency with use of an ERP / MRP system to manage workflow
- Proficiency with use of MS Office Suite (Excel, Outlook and PowerPoint).
