Hardware Services Operations Specialist
National Instruments
hace 6 días

The duties and responsibilities include the following, but not limited to :

  • 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.

  • Answer Inbound phone calls
  • Manage incoming email / fax request within JIRA TMD based on team define prioritization guidelines
  • Manage RMA queues for RMA Assigned repair statuses (NTF, NR, Cal Fail, Test Only) ensure quick resolution for the customer and RMA Mfg. teams
  • Manage customer contact via phone and email
  • Provide guidance on next steps of repair / calibration process
  • Manage RMA Receiving Issues to avoid impact to customer turn time.
  • Provide timely and accurate HW Services Quoting recommendations to meet customer desired outcome
  • Identify opportunities during the repair setup to recommended Hardware Services programs
  • RMA Special Customer Support
  • Managing customer specific requirements
  • Manage RMA Product Notification & Recall process and adhere to special Operation Instructions
  • RMA Continuous Improvement mindset to identify and recommend process and system enhancement.
  • Testing and implementation of new process or system enhancement
  • Key Decisions rights :

  • Excellentcustomer experience through transactions
  • Executionof returns and credit memo tasks following the internal RMA return policy (i.eapprovals & return reason)
  • Executionfor repair and calibration requests following internal RMA process andprocedures (i.e. warranty & entitlements)
  • Prioritizationof incoming requests to ensure timely completion of requests
  • Qualifications

  • Effective English communication skills for internal and extremal customers
  • Detailed understanding of HW Service and Calibration program offerings
  • Understanding of Repair and Return Policy
  • Knowledge and proficiency in the following RMA tools : PIP, Serial Genealogy, Depot Repair, IBIT, Oracle Apex (onsite calibration, RMA backlog, RMA queues)
  • Ability to represent the needs of the business
  • Adapts quickly to changing environments and tasks
  • Time management
  • Contribute to global team success team player
  • Comprehend Team Goals (Team Focus)
  • Ability to make decisions independently (Decision Making)
  • Continuous Improvement mindset
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