Return Material Authorization (RMA) Specialist

Job Title

Return Material Authorization (RMA) Specialist

Job Description

Coordinate end-to-end return and repair processes by managing customer requests, RMA creation, and product routing to ensure timely, accurate, and high-quality service outcomes.

Your role:

• Manage the full RMA lifecycle from request intake through resolution, including creating RMAs, coordinating returns, and tracking repair status for small devices.
• Serve as the primary point of contact for customers via email, providing clear, timely updates and ensuring a positive service experience without a high-volume call environment.
• Coordinate with internal teams and third-party repair vendors to route products, monitor progress, and ensure on-time completion and return to customers.
• Maintain accurate documentation in systems and Excel trackers, including case details, repair status, shipping coordination, and closure activities.
• Support administrative activities related to repairs, including work order creation, data entry, reporting, and continuous process improvements.

You're the right fit if:

• You've acquired 1+ years of experience in customer service, customer support, or administrative roles within a manufacturing, service, or operations environment.
• Your skills include strong written communication (email-based support), proficiency in Microsoft Excel, and the ability to manage multiple cases with attention to detail; experience with SAP is a plus (not required).
• You have a high school diploma or equivalent (associate's degree preferred).
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You're an organized, detail-oriented professional who can manage end-to-end processes, collaborate cross-functionally, and deliver a high-quality customer experience in a structured, process-driven environment.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.

This is an onsite role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody, everywhere, has access to the quality of healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in MN is $21.00 to $32.00 per hour. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Eagan, MN.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.