RMA Coordinator

Founded in⠀1999, and⠀headquartered⠀in⠀Fremont,⠀California,⠀PTEC⠀Solutions⠀is an ISO⠀9001:2015⠀certified⠀manufacturing⠀company⠀specializing⠀in⠀precision⠀machining,⠀electro-mechanical⠀box build,⠀cable and⠀harness⠀manufacturing,⠀fiber⠀optics⠀assembly⠀customization,⠀and⠀printed⠀circuit⠀board⠀design. We⠀have⠀worked⠀with⠀arrays of⠀clients in⠀the⠀industries⠀of⠀defense,⠀semi-conductor,⠀consumer⠀products,⠀network⠀and⠀telecommunications,⠀and⠀medical⠀advancement.⠀We service⠀our⠀diverse⠀customers⠀from 3⠀facility⠀locations⠀worldwide⠀–⠀California⠀and Texas⠀in the⠀U.S. and⠀Ho Chi⠀Minh City⠀in⠀Vietnam.⠀Our goal⠀is to⠀provide⠀excellent⠀services⠀and⠀quality⠀products⠀to our⠀customers,⠀and to⠀support⠀their⠀business⠀demand⠀ranging⠀from low⠀volume⠀rapid⠀prototyping⠀need to⠀high⠀volume⠀production⠀requirement.

We⠀are⠀currently⠀seeking an⠀RMA⠀Coordinator⠀to join⠀our team⠀in⠀Fremont,⠀California.⠀The ideal⠀candidate⠀is⠀customer⠀focused,⠀able to⠀follow⠀processes,⠀willing to⠀take on⠀additional⠀tasks, and⠀able to⠀resolve⠀issues⠀independently⠀while⠀working⠀well with⠀different⠀departments.

Responsibilities:

• Respond to⠀customer⠀requests⠀for⠀material⠀returns,⠀investigate⠀and⠀disseminate⠀details⠀and RMA⠀numbers
• Receive⠀customer⠀product⠀returns⠀and⠀perform⠀failure⠀analysis
• Verify⠀whether a⠀part has⠀physical⠀damage or⠀functional⠀failure,⠀and⠀determine⠀the root⠀cause of a⠀defect
• Assess⠀and⠀determine⠀work⠀instructions⠀that are⠀required⠀to bring⠀the⠀assembly⠀to the⠀final⠀revision
• Diagnose⠀issue and⠀determine⠀next⠀actions⠀that need⠀to be⠀taken
• Enter⠀analysis⠀findings⠀in RMA⠀Database⠀and⠀maintain⠀data in⠀RMA⠀Log
• Work⠀closely⠀with⠀Customer⠀Service,⠀Purchasing,⠀Quality⠀and⠀Engineering⠀to release⠀rework⠀orders,⠀allocate⠀materials⠀needed for⠀rework/repair
• Coordinate⠀rework⠀order cost⠀estimation⠀with⠀Quoting
• Interact⠀with⠀manufacturing⠀teams and⠀planner⠀for⠀rework/repair⠀status and⠀ship date⠀confirmation
• Coordinate⠀with⠀purchasing⠀and⠀warehouse⠀personnel⠀for stock⠀purge of⠀defective⠀parts to⠀be⠀returned⠀to⠀vendor
• Communicate⠀technical⠀issues to⠀customers⠀and inform⠀them of⠀the⠀rework/repair⠀status
• Responsible⠀for⠀monthly⠀reporting⠀of⠀receipts,⠀work-in-process,⠀shipments⠀and cycle⠀time
• Identity⠀urgent⠀demand and⠀backorder,⠀and⠀evaluate⠀their⠀urgency⠀for work⠀prioritization
• Resolve⠀receiving⠀and⠀shipping⠀problems⠀and work⠀with⠀accounting⠀on⠀invoicing/credit⠀memo⠀issues
• Track⠀and⠀identify⠀failure⠀trends⠀that may⠀impact⠀customer⠀service,⠀and⠀implement⠀improvement⠀plans and⠀solutions
• Review⠀and update⠀process⠀documentation⠀as⠀required
• Perform⠀other⠀duties as⠀assigned

Education, Work Experience & Job Skills:

• Bachelor’s⠀degree,⠀associate⠀degree in⠀relevant⠀fields, or⠀proven⠀related⠀experience
• Good⠀written⠀and verbal⠀communication⠀skills
• Must⠀work well⠀under⠀pressure⠀in a⠀fast-paced⠀environment⠀with⠀dynamic⠀requirements⠀and⠀priorities
• Attention⠀to detail,⠀organized,⠀and⠀committed⠀to⠀managing⠀issues⠀through⠀resolution
• Must⠀be team⠀player and⠀highly⠀motivated⠀with⠀ability to⠀organize⠀and⠀prioritize⠀multiple⠀tasks
• Knowledge⠀with MS⠀Word, MS⠀Excel and⠀Outlook is⠀necessary
• Manufacturing,⠀planning,⠀quality⠀and⠀statistical⠀background⠀would be⠀useful
• Warranty⠀administration⠀experience⠀would be⠀beneficial
• Experience⠀with ERP⠀system is⠀a plus