Customer Service Technician

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 communicated to Mfg Eng and Quality Manager).

EDUCATION and/or EXPERIENCE

AA Degree in a technical field or and minimum of 5 years related experience or combination of education and experience, preferably in an electro-mechanical assembly and test environment, examples of which are below:

• Sound knowledge of related test practices, processes and procedures.
  
• Experience with ERP and quality databases.
• Good analytical skills.
• Effective communication skills.
• Ability to work independently, be self-directed and balance multiple priorities.
• Ability to troubleshoot products that are inoperable and use judgment in resolving problems.
• Use of basic hand tools.
• Knowledge and use of basic test equipment (i.e. Multimeters and power supplies)
• Soldering knowledge and use

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

None

COMPUTER SKILLS

• Microsoft Office Suite including Word, Excel, PowerPoint, Outlook

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job are close, distance, color and peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to fumes or airborne particles. The employee is occasionally exposed to moving mechanical parts; toxic or caustic chemicals; risk of electrical shock. The noise level in the work environment is usually moderate to loud in a manufacturing environment.