The Hardware Services Specialist role is part of the Services Operationsorganization within Customer Operations. This position will reside in CostaRica and will focus on supporting the Americas Hardware Services customers andstakeholders to drive customer satisfaction through NI’s Hardware Servicesofferings.
The Hardware Services Specialist plays a critical role in drivingHardware Services growth and building positive customer relationships throughReturn Material Authorization (RMA) processes for Repair, Calibration, Returnto Stock, Credit Memo and RMA quoting.
This role is a great fit for anyone who is self-motivated, interested inbeing recognized based on results, energized by influencing decision making,passionate about ensuring customer success, who enjoys a team atmosphere andthrives in a fast-
paced environment that involves managing complexity.
Team members in this role develop proficiency in managing businesssituations, communication and process management skills.
This role is also agood fit for those interested in career paths related to sales, marketing,business analysis, leadership or quality.
To be the voice of the customer and to ensure a positive customer experience throughout the RMA process for Repair, Calibration, RMA On-
Site, Return to Stock, Credit Memo and RMA quoting.
Manage incoming requests via phone, email based on team define prioritization guidelines
Manage RMA queues for RMA Assigned repair statuses to ensure quick resolution for the customer and RMA Manufacturing teams by providing customer guidance on next steps for the repair / calibration processes
Manage RMA Receiving Issues using problem solving skills to drive resolution
Recognize Hardware Services quoting opportunities to grow services adoption.
Partner with RMA strategic and contractual accounts to deliver custom services / entitlements support while maintaining a level of customer satisfaction.
Manage RMA Product Notification & Recall processes
Maintain a mindset of Continuous Improvement by identifying and recommending process and system enhancements.
Participate in testing and implementation of new processes or system enhancements
Provide world class customer service during each customer interaction.
Execution of returns and credit memo tasks following the internal RMA return policy (i.e approvals & return reason)
Execution for repair and calibration requests following internal RMA process and procedures (i.e. warranty & entitlements)
Work as a team to meet and maintain team Service Level objectives.
Operate as team to prioritize workload based on daily team needs and objectives.
Requirements : Primary Knowledge,Skills, and Abilities
Advanced English level
Universities bachelor's degree or actively studying an university career (Possible careers : Mechanical Eng., Electrical Eng.
Industrial Eng., Electronic Eng, Business Administration, Human Recourses, Accounting, Finance, Marketing, Psychology)
1-3 years of experience on similar roles (back office profile)
Effective English communication skills for internal and external customers
Ability to communicate efficiently across multiple departments
Customer service mindset
Ability to represent the needs of the business
Adapts quickly to changing environments and tasks
Contribute to global team success team player
Ability to make decisions independently (Decision Making)
Continuous Improvement mindset
Problem resolution and results orientation
Ability to multi-task between multiple channels