At Belkin, people come first. Without question, the single greatest contributing factor to our nearly 30 years of success is our talented and ambitious staff. We've found that by creating an inspirational, supportive and enriching environment, we thrive. And we've accomplished more than we ever dreamed was possible.
Around here, it's not about fancy titles, strong political positioning skills, or a healthy list of names to drop. Here, it's all about results. We know what needs to be achieved, and we work together to get the job done. Each of us uses our individual knowledge, creativity and resources to come up with fresh ideas and new concepts we can truly own. With that independence comes a high degree of responsibility and accountability, but we always rise to the occasion.
Process and support Belkin product claims. Perform product testing with use of various test equipment and document test results. Where necessary, open and analyze product returned by customer. Will possess the skill to negotiate product value and device repairs/replacement cost. Solely responsible for ensuring all claims are settled in a timely customer service oriented fashion. A must have is the value of working within a multi-functional team for conflict resolution and settlement.
Specific responsibilities include:
: Responsible for corresponding verbally or in writing with customers filing a claim.
: Coordinate customer returns & replace defective Belkin products involved in a claim.
: Document support activities. Keep a complete log of customer claims, product test results, product repair or replacement costs, written correspondence and conversations with the customers.
: Open & analyze returned defective Belkin products, perform electrical tests, and document detailed test results.
: Perform soldering/de-soldering components on PCBAs, where necessary, to test and validate component failures.
: Responsible for test equipment maintenance, calibration records, lab maintenance and supplies.
: Perform proactive data analysis on third party failure analysis/incident report to support claims initiatives
: Research replacement product costs & negotiate settlement of customer claims.
: Respond to claims received via the World Wide Web.
: Maintain a safe and clean work environment.
: Understand and follow company rules and regulations.
: Fulfill responsibilities under OHSAS 18001, understand and fully support OHSAS 18001 system.
: Perform all other duties as assigned or required.
: Be able to work with multi-functional team performing first article sample analysis on product.
Education and Experience Requirements:
: One to three years of experience in technical support, QA or returns/claims department.
: Associate degree in EE or related field.
: General knowledge of computer hardware, audio/video, telephone and electronic concepts.
: Knowledge and experience in using test & measuring equipment, like DMM, Oscilloscope, AC/DC power supplies, and AC/DC loads. Working experience on Spectrum analyzer would be a plus.
: Professional phone manner and excellent verbal and written communication skills.
: Must possess strong interpersonal, communication and negotiation skills.
: Working experience in data entry and database management.
: Working knowledge of MS Office Professional and Windows 2000.
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