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Job Description
Ready for What’s Next? Kratos is a leader in assured aerospace communication solutions and services. We are cutting-edge innovators and creative problem solvers working collaboratively to solve our customers toughest challenges. Our culture is fast-paced and innovative. We are a trusted partneridriven by doing the right thing and achieving maximum success for our customers, our partners and ourselves.
This position is responsible for supervising and providing work direction and leadership to RMA Coordinators and repair engineers while helping to assist internal and external customers with requests for returns and providing repair estimates in a timely manner while continuously monitoring for customer responses. This position will manage returns and repair of all Kratos supplied products from its global customers. The RMA Manager will lead and guide the team and serve as a specialist in the field of internal and external returns and managing reverse logistics. In addition, the position will work closely with the customer support team to ensure a smooth returns process for customers and also to closely monitor the pulse of Kratos product returns to identify indications of poor product quality.
Location: beautiful Colorado Springs, CO
JOB RESPONSIBILITIES
Responsible for overall RMA process to ensure all areas can complete tasks in a timely manner.
Handle RMA escalations
Define, generate and communicate all RMA related metrics and KPI.
Maintain and present monthly reporting to all stakeholders and management.
Maintain and update all RMA processes and training materials.
Work closely and collaboratively with Customer Support team to ensure seamless transition of customer cases from support to RMA and a seamless customer experience.
To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience.
Ensure all RMA returns are done through the CRM/ERP system.
Ensure RMA information is maintained and updated at all times in CRM software throughout the repair process.
Ensure all returned HW are properly Inspected, analyzed, troubleshoot, and repaired within the defined time periods.
Coordinate with other internal groups and third parties to process RMA cross-ship requests.
Set up processes and coordinate with other internal Kratos functions and third-party vendors to request and process RTV (return to vendor) shipment.
Document and report RMA trends/repetitive problems
Follow internal quality, ISO and other best practices.
Take ownership of improving the tools and processes to improve efficiency and effectiveness.
Responsible for all aspects of performance management including interviewing, hiring, training, performance evaluations, and recognition.
Identify and implement process improvements to the RMA system.
Keyword: Customer Service, Customer Support, Return Material Authorization, RMA, Product Repair, Production and Test
Required Experience:
Degree in a technology discipline or appropriate experience managing RMA Service for highly technical products.
At least 10 years of relevant experience in customer service , RMA , repairs or manufacturing functions , Of which at least 2 years in a leadership/manager role
Knowledge of global shipping logistics including import/export process
Experience in coordinating RMA process with third party vendors/suppliers
Proficient with MS Office Suite Good experience in CRM software or similar ticketing system such as Microsoft D365, Salesforce etc.
High energy and strong work ethic within a team environment with ability to manage remote members of the team.
Excellent written and verbal communication skills
Ability to multi-task and adapt to changing priorities.
Ability to work independently with minimum supervision.
Work closely with internal stakeholders
Work closely with sales, Sales Operations and technical support groups to ensure customer satisfaction.
Excellent project management, planning, and organizational skills with the ability to effectively manage several projects at one time while providing high attention to details and excellent follow-through skills
#LI-Hybrid
Competitive salary based on experience and education
Salary Range: $100,000-$130,000
Kratos is valued for our ability to design and deliver leading edge, resilient solutions for aerospace communication, control, awareness and mission success across a continuum of offeringsifrom commercial to tailored custom solutions and integrated programs. Customers trust us to stay relevant and know we are in it for the long-haul. We bring both the capability and confidence that our customers value and depend on. And, we always deliver.
From: Kratos Defense
Kratos is an Equal Opportunity Affirmative Action Employer EOE/Minorities/Females/Vet/Disabled.
All qualified job seekers are encouraged to apply. Kratos is committed to America’s veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.
