Job Title: Customer Service Technician

Department: Quality

Reports To: Quality Manager

SUMMARY

The Customer Service Technician will have sole ownership of managing the Return Merchandise Authorization (RMA) process by facilitating all RMA transactions in our ERP system and quality database and monitoring and reporting status updates to the Quality Manager and management chain. The Customer Service Technician will perform incoming inspections, evaluations, estimates, repairs, calibration and testing of RMA units and capturing the data in thoroughly written repair reports. The duties of this position require strong technical skills in optical, mechanical, and electronic subassemblies using a wide variety of test equipment in accordance with prescribed and ad hoc procedures, practices and specifications. The Customer Service Technician's primary responsibility is ownership of the RMA process, with a secondary requirement of completing non-RMA project work as determined and prioritized by the Quality Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintain accurate RMA records in our quality database and in network folders.

Access our ERP system to look up history of RMA units and RMA records.

Performs in-processing and out-processing of all RMA units, with traceability of all units at all times.

Performs steps in RMA process in a timely manner, and reports on turnaround times

Works closely with Business Development, Manufacturing Engineering and Production to efficiently and effectively process all RMA units.

Follows all ESD controls and laser safety precautions.

Assists with Calibration and Preventive Maintenance processes, prepares and manages records and

Assists with the actual Calibration and Preventive Maintenance tasks as assigned.

General office and laboratory duties such as filing, organizing, and cleaning.

Performs other related duties as required or assigned.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Effectively communicates information, both written and verbal

Maintains confidentiality and uses discretion with business information.

Reads and understands documents such as engineering drawings, technical specifications, policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.

Writes routine reports and correspondence.

Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.

Completes some moderately repetitive tasks.

Must meet ITAR requirements for the definition of a S. person under the Certs, Licenses and Registrations.

Provide feedback on issues that may be related to internal process issues (i.e., if a problem on an RMA is related to a production process then this would be commu

B.E. Meyers & Co, LLC

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Customer Service Technician