Position Purpose:

The RMA Coordinator at Shields Manufacturing is here to Service and Coordinate services of customer returned products by internal and external service providers.

Job Duties

• Expedite Customer Returns: Expedite services of returned product, work with internal providers to ensure repairs are completed in a timely fashion.
• Administration: Enter and track customer product withing Shields ERP system, schedule internal and external services as required.
• Rework/Repair: Rework and repair customer returns as required
• Customer Communication: Clearly and adequately communicate failure modes, service timelines and other information as required to Customers.
• Quoting Services: Accurately quote services and repairs of returned products.

Key Outcomes:

Incoming evaluation of customer returns

Quoting services for returned products

Troubleshooting and repair of mechanical parts and assemblies

Key Deliverables:

Incoming evaluation and quoting in seven days or less

Standard repair returns completed in 30 days or less

Non-standard returns meet Shields promise to Customer 100%

Job competencies:

• Problem Solving & Decision making
• Communication
• Job / Technical knowledge
• Accountability / Dependability
• Attention to Detail
• Time Management
• Customer / Service Focused

Job Requirements

• High School diploma or GED required
• Background in Mechanical / Electrical assembly required
• Proficiency in MS Office – Word, Excel and PowerPoint required
• Language skills
• Mathematical Skills
• Reasoning Ability
• Physical Demands: Frequently – walking, bending, reaching and repetitive motions

Occasionally – kneeling, squatting, stooping, handling and climbing.

Lifting and pulling – frequently up to 15 pounds, occasionally up to 25 ponds.

• Work environment: The work environment for this position is that of an industrial machine shop / production facility. Employees may experience loud noises, at varying levels, thought out the workday.

Culture is key to us, and have therefore adopted core values based on Teamwork, with an emphasis on Trust, Gratitude, Action, Growth, and Excellence.