The Return Material Authorization Clerk is responsible for activities related to the return material process and resolution of warranty claims.
JOB DUTIES :
Issue return material authorizations; verify customer information including correct address, contact name, shipping address etc.).
Verify FAA authority for repair and/or rework of product.
Unpack returned articles; document, inspect and disposition the product which may include inspection and disposition of returned articles.
Work with Planning, Engineering, Program Management and Repair Station on status of RMAS, relaying pertinent information to customers as required.
Technical Assistance at a basic level; fax or e-mail documents to support the products the customer has purchased which may; CMM revisions; requests for further documentation, drawings, etc.
Update Sales, Engineering and Quality and any other departments that need updates, concerning customer related issues.
Warranty replacement issues; initiate the warranty replacement process either from information obtained directly from the customer or from the sales group or product management group.
Complaint issues; record all information received either directly from the customer or any TIMCO contact and initiate the process for resolution, notify required departments of the urgency of the issue and follow-up with customer to update customer with a timeline for resolution.
Maintain Warranty, Repair, AOG, RMA and Complaint logs/spreadsheets.
Maintain detailed spreadsheets of RMAS, part number and date of manufacturer and or serial number, receipts and shipping information.
Manage the RMA and warranty administration effort for customer. Lead the effort to continuously improve the RMA process to address customer claims to the mutual satisfaction of the Company and customers.
Document customer issues/actions/warranty claims. Resolve claims and/or complaints with customers by using a customer-centric approach at all times.
Comply with Company policies, procedures and accepted business practices.
High School diploma or equivalent
Three (3) years experience in customer service function in the manufacturing sector.
Two (2) years of experience in a manufacturing production or inspection role.
Must be able to read and interpret blue prints and contracts.
Knowledge of base inspection tools (micrometer, caliper, height stand).
Computer literacy is required, specifically using Microsoft applications including Excel.
Excellent oral/written communication skills.
Excellent interpersonal skills are needed to interact with a wide variety of people.
Must have good organizational skills, be able to prioritize work, and accurately perform duties with constant activity in the area. Must use job knowledge to determine correct actions to be taken on a timely basis.
Read, write and understand the English language.
Bilingual in Spanish
Timco Aviation - 2 years ago