RMA Service Coordinator

RMA Coordinator

Initial point of contact and representative of the company to internal and external customers. This position acts as the local office-based liaison on behalf of customers in support of Photonics service activities. The RMA Coordinator is responsible for ensuring on-time delivery of return merchandise authorization (RMA) shipments to customers as scheduled by the committed shipment date and improves Global Service Operations ability to meet customer delivery requirements by understanding BU capacity, identifying constraints, and actively reducing lead times by product. Handles multiple, time-sensitive tasks and reporting related to customer inquiries and solving problems. Ownership for the accurate receipt and shipment of service items and technical coordination for Photonics products. Interacts daily with customers via phone, email, and web and coordinates frequently with local and remote Technical Support staff, Customer Advocates, Engineers, and Service Managers. Uses SAP and internal factory floor tracking applications intensively to provide and update service notifications with reporting and process status updates, creating and maintaining accurate records to support internal and external customer expectations.