RMA Manager

13 hours ago

Andover, Massachusetts, United States Vicor Corp. Full time
Job Summary

The ideal candidate will be responsible for maintaining and improving RMA processing, including cycle time, administration, and direct line communication with customers on technical aspects of Quality related product issues.

Key Responsibilities
  • Receive and review customer requests for product returns, evaluate eligibility based on company policies, and generate RMA numbers for approved returns
  • Administer and process RMAs from all customers as directed by management
  • Provide prompt and helpful assistance to customers inquiring about the RMA process, status of returns, and product replacement or refund options
  • Become an expert on Vicor products in order to guide a team of Engineers in failure analysis of customer returns and technical report writing
  • Interface with external customers and Applications Engineering on customer facing issues
  • Data mining, data reporting, and report publishing specific to RMA performance metrics including PPM and cycle time to closure
  • Work with factory quality and manufacturing teams to drive corrective and preventive action for external product related issues
  • Coordinate objectives with production procedures in cooperation with other managers and department heads to maximize product quality and minimize costs
Requirements
  • Bachelor's Degree in a technical discipline, BSEE preferred but not required
  • 5-10 years of experience in an electronics manufacturing environment preferably focused in a technical role within failure analysis
  • Well organized with the ability to properly program manage a significant amount of activities within the technical operations group
  • Must have good interpersonal skills and have the ability to coordinate with other managers and department heads

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