What are the responsibilities and job description for the RMA Specialist position at Xirgo Technologies, LLC?
About Xirgo Holdings, Inc
Xirgo Technologies offers a complete portfolio of proprietary supply chain monitoring and management technology to convert IoT data from information to insights - enabling the smartest telematics data analytics solutions.
Job description
General Summary
Return Material Authorization (RMA) Technician Specialist to support our operations team. The responsibility of this role is to act as a liaison between our support team, operations team, sales team, and customers to ensure timely and accurate processing of returned equipment and warranty claims. Processing will include testing and configuration of equipment. The ideal candidate will possess strong organizational skills with a keen attention to detail along with excellence in customer service. The candidate should be a quick and enthusiastic learner who is always looking for ways to simplify or improve process, learn new capabilities, and can anticipate and resolve problems before they happen. This position reports to the Field Operations Manager.
Essential Functions / Major Responsibilities :
1. Handle day-to-day RMA receiving activities.
2. Test returned products (RMAs) for defects and determine root cause of failure.
3. General testing of SmartWitness products as needed.
4. Handle day-to-day RTV (return to vendor) shipping activities.
5. Assist Support Team with RMA ticket processing as needed.
6. Communicate RMA status with cross-functional departments and customers as needed.
7. Gather necessary information from cross-functional departments and customers as needed.
8. Review current processes on a regular basis and implement new processes as required.
9. Review product packages to confirm all components are included, add missing components when needed.
10. Regularly update RTV file with root cause and generate and communicate periodic RTV report.
11. Configure devices and SD cards for shipment as needed.
12. Complete incomplete product packages with missing parts.
Skills and Abilities
1. Update and maintain documentation around RMA activities.
2. Ensure a high level of customer service (internal & external) is delivered to all customers in accordance with RMA policies and procedures.
3. Work closely with cross-functional teams and assigned project managers.
4. Apply change, risk and resource management.
5. Ensure goals are met in areas including customer satisfaction and performance.
6. Analyzing program risk.
Education and Experience
1. Associate degree preferred.
2. Experience with warehouse management practices, shipping, RMA processing and product configuration and testing preferred.
3. Prior administrative experience required.
4. Highly organized with the ability to prioritize tasks effectively.
5. Excellent written and verbal communications skills.
6. Proficiency in MS Office and other sales related software packages (web meeting, CRM, etc.)
7. Ability to build rapport with internal stakeholders, management, suppliers and partners.
8. Strong customer service skills.
9. Attention to detail.
10. Typing speed - minimum 60 WPM
Working Conditions
Normal, no adverse or hazardous conditions.
