Manager, RMA Service at Super Micro Computer Inc in San Jose, California

Job Description:

Job Req ID: 25520

About Supermicro:

Supermicro®is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

The Manager, RMA Service will work closely with all related departments to meet priority on customers'requests for warranty service fulfillments. This position will also be responsible for planning, coordinating, monitoring and reviewing daily RMA operational processes and activities to ensure delivery of quality services and customer satisfaction.

Essential Duties and Responsibilities:

Includes the following essential duties and responsibilities (other duties may also be assigned):
• Maintain a high degree of customer service support on queries and adhere to service management policies to resolve customer issues in timely manner
• Monitor closely on all RMA service inquiries and procedures to ensure completion of all customers' requirements
• Oversee RMA processes and perform all activities in line with company rules and procedures regarding service support to customers
• Verify and investigates into customer's complaints and drive for resolution within specific time frames
• Lead the department to monitor service responses and improve RMA process, productivity and turnaround time for commitment of service fulfillment in order to achieve the highest customer satisfaction level
• Manage customer escalations on the highest priority and work with internal teams for effective solutions
• Fully responsible for Customer Satisfaction and feedback for improvement
• Develop and implement departmental policy, making decisions and actions aligned with customer driven and service orientation to meet customer satisfaction
• Constantly review and monitor inventory level to make sure the accuracy and good flow of materials
• Review and update current policies, department ISO documents, procedures, guidelines and work instructions to ensure compliance level are met
• Review RMA reports and perform data analysis on RMA operations and customer reported issues to improve department's performance and productivity, and ensuring quality of warranty service support
• Plan and coordinate required trainings periodically for department employees with new updates and instructions
• Maintain an effective quality service and management system within RMA Service Dept. regularly to ensure efficient processes and end of day results

Qualifications:

• Bachelor's degreein Business, Engineering or other related fields preferred
• Minimum of 5 years managerial experience in customer service or RMA operations preferred
• Extremely strong customer service orientation, ethics and ability to be empathetic and accept ownership
• Excellent in written, interpersonal communications and organization skills
• Possess excellent analytical and problem solving skills
• Experience with SAP applications a plus and proficient with MS Office applications with a strong emphasis on Excel and Outlook
• Ability to Multi-task with minimum supervision and meet established goals
• Independent person and also a strong team player
• Experience in a fast-paced and challenging environments

Salary Range

$91,000 - $105,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.