Returns Processing Lead

We are seeking a highly organized and detail-oriented Customer Returns & Repair 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.

Responsibilities:

• 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.

We’re looking for someone who is detail-oriented, organized, and ready to make an impact in our operations. If this sounds like you, we’d love to hear from you!