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Returns Management Specialist

2 months ago

Andover, Massachusetts, United States Vicor Corp. Full time
Position Overview

The dedicated and technically proficient Quality professional will oversee and enhance the RMA processing system, focusing on cycle time, administration, report generation, and direct communication with clients regarding technical quality issues related to products.

Key Responsibilities
  • Assess and process customer requests for product returns, determining eligibility in accordance with company guidelines, and issue RMA numbers for accepted returns.
  • Manage and execute RMAs from all clients as instructed by management.
  • Deliver timely and effective support to customers inquiring about the RMA process, return statuses, and options for product replacement or refunds.
  • Develop expertise in Vicor products to assist a team of Engineers in conducting failure analysis of customer returns and preparing technical reports.
  • Collaborate with external clients and Applications Engineering on customer-related concerns.
  • Engage in data analysis, reporting, and publication of RMA performance metrics, including PPM and closure cycle time.
  • Partner with factory quality and manufacturing teams to implement corrective and preventive measures for product-related issues.
  • Align objectives with production processes in cooperation with other managers and department heads to enhance product quality while minimizing costs.
Qualifications
  • Bachelor's Degree in a relevant technical field, with a preference for BSEE.
  • 5-10 years of experience in an electronics manufacturing setting, ideally in a technical capacity focused on failure analysis.
  • Highly organized with the capability to effectively manage multiple activities within the technical operations team.
  • Strong interpersonal skills with the ability to coordinate efforts with other managers and department heads.