Career Opportunities

RMA Technician

Nexeya is currently seeking a RMA Technician for our Markham office.

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The role is dynamic and will evolve over time according to the needs of the business.

 

Role & Responsibilities

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• Managing and responding to processing incoming product returns from clients

• Testing returns to determine if there are any product issues

• Taking appropriate actions to repair, replace or claim products

• Ensuring 100% of the product returns are processed, repaired and sent to clients within the SLA requirements

• Maintain a well-organized, accessible and clean workspace

• Contacting manufacturers and suppliers to process product warranties

• Developing strong understanding of products and continuing to keep knowledge updated  

• Working with partners to process returns, refunds and repairs when necessary

• Meeting deadlines on a regular basis as many tasks are very time sensitive

• Packaging and processing inbound/outbound shipments

• Working with cross-functional teams to ensure the timely completion of commitments and activities while achieving high levels of quality performance

• Maintaining/Creating product testing guides for new products to be tested & being as efficient in how testing is conducted

• Finding ways to get the products repaired/claimed/ replaced/warrantied within shortest amount of time and documenting the most effective ways to get a product fixed/warrantied for future reference and implementing appropriate actions

• Implementing processes to ensure 100% accuracy in tracking product through the RMA process, and keeping the process up to date by assessing its efficacy continuously Customer Services

• Processing, categorizing and answering customer emails and telephone calls, and providing high quality service Communicate status updates and schedules to customers and team whenever necessary

• Answer customer related product inquiries to uphold

• Responding to customer inquiries within 2-hours

• Answering customer related product inquiries by being resourceful and documenting common issues/concerns for future questions.

• Inputting, and analyzing data to identify trends in repair and replacement requests to offer insight on products/ manufacturers to management

• Upholding 100% accuracy in product tracking system; Honeycomb document management system

• Documenting key processes and simplifying current processes to become more efficient and effective

• Monitor and track information on product warranties, vendor policies, common issues/ concerns and time frames for each product or supplier within spreadsheets

 

Qualifications

• Minimum 1 year experience in Product Testing OR Graduated from a diploma in Computer Hardware Systems or Electronics Preferred Prerequisites

• Tech savvy – passionate about Technology

• Experienced in troubleshooting electronics

• Experience in Customer Service 

• Detail oriented and highly organized

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All candidates are asked to submit their resume and cover letter to Human Resources at Info@HensoldtCanada.com.

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We would like to thank all applicants for their interest in this position however only candidates being considered for interviews will be contacted.

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Nexeya is an equal opportunity employer. 

 

Controlled Goods and ITAR restrictions may apply to some positions.