Return and Repair (RMA) Administrator - Charlotte

Teguar is a leading provider of cutting-edge computer solutions including slim touch panel PCs, fully enclosed and water proof touch computers, medical PCs, and android based tablets.

The position is for full-time employment.

SUMMARY: This position is primarily responsible overseeing all aspects of work orders for our Technical Service department. This position will coordinate with the RMA Supervisor on the successful completion of customer units in for repair, managing billing for work completed, processing in/out VRMAs in a timely fashion and shipping repairs back to the customers.

DUTIES AND RESPONSIBILITIES:

• Provides clear direction and general guidance to the RMA Computer Repair Technicians, to process repairs on industrial computers and rugged tablets by following established business processes that optimize departmental operations.
• Receive, log, and prioritize service requests from clients and ensure prompt assignment to appropriate repair technicians and monitor progress to meet service-level agreements (SLAs).
• Generates quotes for product repairs and shares with customers invoices and process credit card payments from service and repair customers
• Processes in/out VRMAs from and to our vendors when repairs cannot be made in-house
• Provides assistance in verifying repairs fully fixed the computer by logging results in the ticketing system
• Picks parts for the RMA Computer Repair Technicians to expedite RMA turnaround times
• Work on repairs during high volume periods of incoming RMAs, by performing evaluations
• Generate reports and documentation for analysis and compliance purposes.
• Identify areas for improvement and contribute to process enhancements.
• Independently solves issues that arise related to quality documentation, lead times, sourcing, planning production and vendor communication.
• Acts as a liaison between our customers and internal departments including Product Management, Sales, and Customer Support, in addition to vendors in the Supply Chain and customers.
• Directs RMA Computer Repair team when the Supervisor is not present and escalates as needed.

• Associate's degree from two-year college or technical school, or one year related experience in computer repair or related field; or a minimum of 3 years of experience in lieu of an Associate's degree; or an equivalent combination of education and experience.
• Technical skills (Electronic Hardware) required to successfully solve problems with vendors.
• Knowledge and/or experience with Quality Management Systems (ISO 9001 or ISO 13485) a plus
• Proven experience with vendor/customer communication in a professional setting.
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Experience working with international clients, a plus
• Ability to work with Microsoft Word, Excel and Microsoft Outlook
• Eagerness to learn about our products and our markets
• A true passion for learning about and leveraging new technology
• Highly motivated individual who is a self-starter, doesn't require constant instruction to learn, and is interested in continuously expanding their skill set

• 401K matching
• HRA (Health Reimbursement Account) covers medical, dental and vision expenses
• Gym membership Reimbursement Account
• Paid Holidays and PTO days
• Birthday PTO and Volunteer Day
• Culture Committee Program
• Employee Referral Bonus Program
• Modern office work environment with free drinks and snacks