Job Title: Repair Administrator
Department: Customer Success
Position Summary
The Repair Administrator is responsible for managing the full lifecycle of product repairs and RMAs (Return Material Authorizations). This includes reviewing incoming repair requests, validating warranty or billable status, processing related documentation, coordinating with internal departments, and ensuring timely communication with customers. The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.
Key Responsibilities
RMA Processing & Validation
- Review RMAs for completeness and accuracy, validating product information, pricing, and warranty/SLA/billable status.
- Confirm shipping costs and prepare quotes and packing slips for customer acknowledgment.
- Verify serial numbers upon item receipt and record any additional notes or discrepancies.
- Update system entries for additional items or accessories received.
- Create and manage Sales Orders with appropriate FPR pricing, customer details, terms, and shipping addresses.
Repair Intake & Coordination
- Print required paperwork and RMA labels; organize, unbox, and label incoming items.
- Validate defective units and confirm serial numbers against Sales Orders.
- Process internal transfers to WUP (HQ in Germany) as needed.
- Correct logistics errors and ensure accurate recordkeeping.
Customer Communication
- Monitor and respond to customer inquiries via email or callback queue regarding RMAs and repair status.
- Follow up on RMA/RL status to “Pending Customer” and follow up on required actions.
- Send reminders, confirmations, or updated documents (quotes, invoices, shipment details).
- Provide clear and timely updates to customers and.
Billing & Payment Coordination
- Create Proforma Invoices in NAV for credit card payments.
- Submit and track credit card payment requests; confirm receipt and update records.
- Chase or confirm purchase orders and shipping addresses.
- Maintain the credit card tracking spreadsheet and update with payments or outstanding items.
Shipping & Documentation
- Email commercial invoices and internal transfer sheets to HQ RMA Admin.
- Validate commercial invoices received from HQ, including serial numbers, shipment status, and any partial returns.
- Process daily shipments and update RL to “Waiting for Shipment.”
- Send scrap notices and follow up on payment or approval as needed.
- Validate receipt of repaired units via delivery notes and provide updates to management.
Reporting & Administration
- Process invoice batches for Order Management, ensuring POs align with Sales Orders.
- Maintain accurate documentation for all RMA and Spare Part transactions.
Qualifications
- 2+ years of experience repair coordination, or administrative support.
- Strong organizational skills and attention to detail.
- Excellent written and verbal communication skills.
- Proficiency with Microsoft Office Suite (Excel, Outlook, Word).
- Experience with ERP systems (NAV, SAP, or similar) preferred.
- Ability to multitask and manage multiple RMAs in progress simultaneously.
- Customer-focused mindset with a proactive approach to problem-solving.
Work Environment
This position works closely with the Service, Logistics, and Order Management teams. It requires frequent communication with internal departments and customers to ensure accurate and timely repair processing.
