Quality Customer Support Admin

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.

Summary

As a Quality Customer Support Administrator, your primary responsibility will involve managing customer complaints associated with products, ensuring compliance with relevant standards. This will occur while utilizing various software systems to facilitate the movement of RMAs between locations and effectively communicating the necessary actions to different teams to ensure their resolution.

Primary Responsibilities

· The process of issuing Return Merchandise Authorizations (RMAs) involves evaluating and potentially rejecting them based on our minimum criteria, obsolescence, and pricing considerations. Additionally, assess RMAs in relation to both applications and quality, depending on the specific requests received.

· Engaging with interdisciplinary teams to address intricate issues and complaints.

· If pricing information is not available, it is necessary to reference RMAs and identify the pricing components that will be utilized for repairs.

· Managing purchase orders while also possessing knowledge of international RMA shipping procedures, which differ from standard order processes.

· Issuing Credit Memos.

· Follow a standard operating procedure for receiving ATI product via RMA (Return Material Authorization) system.

· Produce evaluation reports that clearly document and communicate results for RMA or CQI’s, for use with internal and external customers.

· Prior experience reading engineering drawings.

· Experience with Microsoft Office (Word, Excel and PowerPoint) and able to write clear and accurate test reports.

· Strong verbal and written communication skills required for engaging with the Sales Department regarding customer concerns.

· Developing open RMA lists for customers who have made such requests (ASML).

· Engaging with the Quality department regarding customer concerns.

· Finalizing RMA’s and pursuing updates on outstanding RMAs.

Required Experience, Education, Skills, Training and Competencies

· Skill: Possess strong analytical abilities and outstanding communication skills.

· Skill: Be able to diagnose and interpret conflicting or ambiguous information

· Skill: Be creative in finding solutions that involve new concepts

· Knowledge: Be a subject matter expert or have knowledge of administrative, technical or operating procedures

Knowledge: Be familiar with relevant regulations and standards  

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.