The role is remote, so there is flexibility in exact location. The National Service Manager role ... Maintain strict control of ticket flow and RMA aging to meet defined targets. * Oversee dispatch ...
The role is remote, so there is flexibility in exact location. The National Service Manager role ... Maintain strict control of ticket flow and RMA aging to meet defined targets. * Oversee dispatch ...
Remote Rma Manager information
What is the difference between Remote Rma Manager vs Remote Customer Service Manager?
| Aspect | Remote Rma Manager | Remote Customer Service Manager |
|---|---|---|
| Primary Focus | Managing return merchandise authorizations and product returns | Overseeing customer service operations and client satisfaction |
| Required Skills | Product knowledge, return policies, logistics coordination | Communication, conflict resolution, team management |
| Work Environment | Logistics, warehouse, supply chain settings | Call centers, client support teams, service departments |
| Common Certifications | Supply chain or logistics certifications often preferred | Customer service or management certifications beneficial |
The Remote Rma Manager primarily handles product returns and logistics, requiring supply chain knowledge, while the Remote Customer Service Manager focuses on client interactions and service quality. Both roles are remote, involve team management, and are vital in customer-facing industries, but they differ in their core responsibilities and skill sets.
What are common challenges faced by remote RMA managers when coordinating returns and replacements across distributed teams?
Remote RMA Managers often face challenges in ensuring clear communication and timely coordination among cross-functional teams, such as customer service, logistics, and warehouse staff, especially when they are geographically dispersed. Managing multiple return requests simultaneously requires strong organizational skills and the ability to adapt to various time zones and technology platforms. Additionally, maintaining consistent customer satisfaction while handling complex return policies and tracking the status of returned products can be demanding, but leveraging robust RMA software and regular team check-ins can help mitigate these issues.
What is a remote RMA manager?
Remote RMA Managers are professionals who oversee the Return Merchandise Authorization (RMA) process for products, typically working from a remote location. They are responsible for managing product returns, exchanges, and warranty claims, ensuring that processes are efficient and customer concerns are addressed promptly. Their duties often include coordinating with customers, suppliers, and internal teams, maintaining accurate records, and analyzing return trends to improve product quality and service. Remote RMA Managers use various tools and software to perform their job effectively without needing to be onsite.
What skills and qualifications are needed to thrive as a remote RMA manager?
To thrive as a Remote RMA (Return Merchandise Authorization) Manager, you need strong organizational skills, experience in supply chain or logistics, and a solid understanding of RMA processes, often supported by a relevant degree or equivalent experience. Familiarity with ERP systems, CRM platforms like Salesforce, and RMA management software is typically required. Excellent communication, problem-solving, and leadership skills help in managing remote teams and resolving customer issues efficiently. These abilities are crucial for ensuring smooth returns operations, customer satisfaction, and effective coordination across distributed teams.
What are popular job titles related to Remote Rma Manager jobs in California? For Remote Rma Manager jobs in California, the most frequently searched job titles are:
What job categories do people searching Remote Rma Manager jobs in California look for? The top searched job categories for Remote Rma Manager jobs in California are:
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What cities in California are hiring for Remote Rma Manager jobs? Cities in California with the most Remote Rma Manager job openings:
$78/hr
Full-time
Medical, Dental, Vision, Life, Retirement
Posted 9 days ago
Job description
The successful candidate should be based in Mountain or Pacific Time to support Field Service Engineers in the West Coast division. The role is remote, so there is flexibility in exact location.
The National Service Manager role leads a team of Field Service Engineers (FSEs) within a defined geographic region and modality focus. This role is responsible for driving service execution, customer uptime, operational discipline, and performance against defined KPIs within the molecular and nuclear medicine imaging space (SPECT, SPECT/CT, PET, CT, PET/CT, etc.).
The National Service Manager role operates with a strong sense of ownership, holding the team accountable for ticket flow, RMA management, utilization, overtime control, expense management, and revenue growth. The role ensures timely resolution of all service issues and drives proactive management of operational metrics.
Success in this position requires collaboration across Sales, Project Management, Warehouse Operations, Quality, and Regulatory to deliver consistent customer outcomes and support growth. The National Service Manager promotes transparency through clear communication, accurate reporting, and early escalation of risks or performance gaps.
This leader builds a culture grounded in accountability, urgency, continuous improvement, and alignment with company values of Collaboration, Ownership, and Transparency.
ESSENTIAL FUNCTIONS:
To perform this job successfully, the individual must be able to perform these essential functions.
Team Leadership and Talent Management
- Lead, coach, and mentor Field Service Engineers within the assigned region and modality.
- Establish clear performance expectations and hold engineers accountable to KPIs including utilization, ticket aging, RMA cycle time, and overtime control.
- Conduct regular performance reviews and identify training needs to improve productivity and service quality.
- Participate in hiring, onboarding, workforce planning, and performance management decisions.
Service Execution and Operational Control
- Ensure timely and professional completion of all service calls, installations, preventive maintenance visits, and deinstallations.
- Maintain strict control of ticket flow and RMA aging to meet defined targets.
- Oversee dispatch coordination to ensure proper resource allocation and coverage.
- Drive continuous improvement of service processes to increase efficiency and protect margins.
- Monitor critical service issues and ensure rapid resolution and minimal customer downtime.
KPI and Financial Management
- Manage performance against established KPIs including RMA aging, ticket approval timing, utilization, overtime, T&E budget adherence, revenue growth, and sales lead generation.
- Review and analyze service performance data to identify trends, root causes, and corrective actions.
- Prepare and present monthly operational performance reports to leadership.
- Control expenses and manage overtime through disciplined scheduling and balancing workloads.
Commercial and Cross Functional Collaboration
- Support revenue growth through service contract performance, customer retention, and identification of sales opportunities.
- Generate and track qualified sales leads in partnership with the commercial team.
- Serve as escalation point for key accounts and complex customer issues.
- Act as liaison between Sales, Project Management, Warehouse Operations, Quality and Regulatory to ensure alignment and transparency.
- Provide input into operational infrastructure, software, and service platform investments.
Strategic and Organizational Leadership
- Contribute to long-term service planning and operational excellence initiatives.
- Develop and implement standardized operating procedures that improve consistency and scalability.
- Promote a culture grounded in Collaboration, Ownership, and Transparency.
Minimum Qualifications:
- Bachelor’s degree required. MBA preferred. Equivalent experience may be considered.
- 10 or more years of experience in diagnostic imaging service.
- Direct experience with multi-vendor imaging systems including PET, PET/CT, SPECT, SPECT/CT, or CT based on role’s specific modality focus.
- Prior experience leading remote or field based technical teams.
- Strong understanding of service KPIs and operational performance management.
- Strong customer focus and ability to work directly with key accounts at a technical level.
- Experience working in a regulated medical device environment.
- Willingness to participate in on-call coverage, including weekends and holidays as needed.
- Valid driver’s license
Preferred Qualifications:
- Advanced technical degree or MBA
Physical Demands:
- Must be able to lift
- 10% standing, 10% walking, 80% sitting
Working Conditions:
- Up to 50% travel may be required
Our Perks!
- Medical, Dental, Vision Insurance with HSA/FSA options
- Medical Coverage starting at $78.00 per pay for individual and increasing based on plan and dependent coverage options.
- Dental Coverage starting at $6.16 per pay for individual and increasing based on plan and dependent coverage options.
- Vision Coverage starting at $1.61 per pay for individual and increasing dependent coverage options.
- HSA plan with employer contribution or FSA Plan
- 401(k) with employer match
- Life Insurance, AD&D, Short-Term and Long-Term Disability Coverage
- Company provided $25,000 in Life Insurance with optional additional coverage.
- Additional supplemental insurance
- Employee Assistance Program
- Wellness Program
- Professional License fee reimbursement
Occupational Exposure:
There is limited radiation exposure during nuclear medicine procedures when proper protocol is followed. Performance of clinical job duties has a reasonably anticipated risk factor of occupational exposure to blood-borne pathogens or other infectious materials. Employees are required to use protective equipment and follow all company and client best practices to minimize exposure.
Occupational Accommodations Statement:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. They are representative to those knowledge, skills, and abilities that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the role.
An Equal Opportunity Employer
We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related