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Summary/Objective

The Return Material Authorization (RMA) & Warranty Support Specialist is responsible for the timely and accurate execution of Holmatro’s Return Material Authorization (RMA) and warranty programs across North America. This role is a key point of coordination between internal and external parties to ensure efficient processing of product returns, warranty claims, repairs, replacements, and associated transactions.  This individual ensures that all RMA and warranty transactions are processed accurately, communicated effectively, and completed in a manner that balances customer satisfaction with company interests, including cost control and operational efficiency.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  Provide time-sensitive Return Material Authorization support to Holmatro’s dealer network, Service Technicians, and Regional Sales Managers throughout North America.
• Receive, review, create, and process RMAs within the ERP system in a timely and accurate manner.
• Coordinate cross-functionally with Quality, Technical Service, Repair, Sales, Finance, Operations, and Warehouse to ensure proper routing, evaluation, repair, replacement, credit, and closure of returned materials.
• Support the administration and execution of Holmatro’s warranty program, including validation of warranty eligibility and documentation requirements.
• Communicate professionally with customers, dealers, sales personnel, and internal departments regarding RMA status, warranty determinations, repair timelines, and resolutions.
• Maintain accurate records of all RMA, warranty, repair, replacement, and financial transactions within the ERP system.
• Review and reconcile RMA discrepancies and recommend corrective actions or resolutions as appropriate.
• Support continuous improvement initiatives related to warranty performance, product quality, customer satisfaction, and cost reduction opportunities.
• Process and respond to spare parts requests, including parts identification, order entry, and status communication.
• Ensure compliance with company policies, procedures, and quality standards related to returned goods and warranty administration.
• Generate reports and metrics related to RMA activity, warranty trends, turnaround time, and return causes.
• Maintain strong communication and follow-up to ensure a positive after-sales customer experience.
• Other duties as assigned.

 Competencies

• Strong communication skills – Communicates with all levels of organizations appropriately.  Knows when written or verbal dialog is most efficient and effective.
• Customer Service skills - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Organizational skills - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans
• Active listening skills – Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, and does not interrupt at inappropriate times.
• Relationship building – Develops constructive and cooperative working relationships with others, and maintains them over time
• Social & Cultural Perceptiveness – Is aware of others' reactions and has empathy towards why people may react in certain ways.
• Critical Thinking – Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Teamwork – Knows that things can turn out better when you work as a team.  Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Attention to Detail – Demonstrates accuracy in all matters.  Is timely, precise, and efficient with commercial communication and documentation. 

Required Education and Experience

• Associate degree
• • • a high school diploma/GED and a minimum of 2 years of applicable experience will be considered
• Minimum of 2 years of experience in customer service, warranty administration, service coordination, returns processing, or a related operational role.
• Experience within a manufacturing or distribution environment preferred.
• Experience using an ERP system is required; experience with Infor CSI/SyteLine or similar manufacturing ERP systems preferred.
• Experience working with warranty claims, product repairs, or technical service processes preferred.
• Strong attention to detail and accuracy in transactional processing and recordkeeping.
• Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Ability to analyze problems, identify discrepancies, and recommend practical solutions.
• Customer-focused mindset with strong interpersonal skills.

Travel

This position does not require travel.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment
This job largely operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear.

Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 4:00 p.m. 

AAP/EEO Statement

Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws