RMA Technician

Innovative Control Systems® (ICS) is the global leader in the manufacturing, installation, and support of car wash technology and equipment. ICS has grown steadily and is well positioned within the rapidly expanding car wash industry. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company-provided short-term and long-term disability insurance) as well as a path to personal growth and advancement. 

Summary

The RMA Technician provides timely, thorough and effective troubleshooting and evaluation of customer returned goods. The primary focus of this position is to improve the overall RMA process by identifying the root cause of the component failures and to provide analysis and recommendations to improve product design. This position will work with Production, Support and Development as necessary.

Essential Duties and Responsibilities

• Conducts root cause analysis through troubleshooting component failures from customer returns.
• Test, troubleshoot, repair and document customer returns per accepted protocols.

• Collects, analyzes and reports RMA statistics to management on a weekly and monthly basis to understand and minimize customer returns and failure trends.
• Works closely with the Customer Support Department to proactively improve the RMA process on an ongoing basis to reduce the number of misdiagnosed RMA’s.

• Establishes and maintains a positive working relationship with suppliers.
  • Returns warranted parts that can’t be repaired in-house to our supplier(s) for failure analysis.
  • Use the data collected from our suppliers to improve product performance.
  • Follows up on suppliers to ensure the timely return of warranted parts.

• Plays a leadership role in maintaining inventory accuracy of the “Warranty” warehouse.
• Completes all essential duties as well as the applicable paperwork and computer entries on a timely basis.
• Observes all safety rules and provides suggestions to improve safety.
• Other duties as assigned

Performance Metrics

• Root Cause Analysis Report.
• Vendor failure analysis.
• Number of improved diagnostic processes in support.
• Number of production process improvements.
• Completes all RMA activity within specified timeframes.
• Inventory accuracy +/- 1% for Warranty warehouse.
• No safety infractions.

Competencies

• Behavior – Maintains a positive working relationship with coworkers.
• Technical Skills – Proficient with MS Office applications and basic computer literate. Strives to build knowledge base. Shares expertise with others.
• Customer service – Understands and sympathize with the customer’s problems.
• Oral/Written Communication – Speaks/Writes pointedly in all situations.
• Teamwork – Contributes to a positive team environment.
• Diversity/Ethics – Treats all people with respect.
• Motivation – Demonstrates persistence and overcomes obstacles.
• Attendance/Dependability – Consistently at work on time producing quality work.

Qualifications

Education: High School education.

Experience: A minimum of six months of electro-mechanical test and repair experience and customer service experience.

Other: Knowledge of MS Office and computer literate.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the production warehouse environment is usually moderate. There is normal exposure to physical risk in a production environment. The production warehouse is a fast-paced manufacturing environment where teamwork plays a pivotal role in the company’s success.

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

While performing the duties of this job, the employee is regularly required to stand; walk;

Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at .

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at  dovercorporation.com

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Michigan : Livonia

Sub Division : VWS - North America

Job Requisition ID : 63277