CIC RMA Coordinator

GE Vernova•Rochester Hills, MI

About The Position

The CIC RMA Coordinator owns the end-to-end RMA lifecycle for GE Vernova's Critical Infrastructure Communications portfolio (Orbit, Master Stations, SD product lines) within the Grid Automation NAM Customer Technical Support team. This role manages all RMA administration, SAP order management, FDMR/KYC compliance execution, and Manufacturing Unit liaison activity, serving as the primary point of contact for customers from initiation through case closure. The position exists to ensure RMA transactions are completed accurately and in compliance with internal and regulatory requirements, freeing technical support staff to focus on engineering and diagnostic work. We are seeking a motivated, detail-oriented, and process-driven RMA Coordinator to join our Grid Automation NAM Region Customer Technical Support team. This position provides dedicated Return Material Authorization (RMA) lifecycle management for GE Vernova's Critical Infrastructure Communications (CIC) portfolio, including Orbit, Master Stations, and SD product lines. This role serves as the primary operational owner of all RMA-related activity within the CIC product line, managing end-to-end administration, SAP order management, compliance execution, and Manufacturing Unit liaison responsibilities. The successful candidate will own direct customer communication throughout the RMA process, ensure all transactions are completed accurately and in full compliance with internal and regulatory requirements, and allow technical support staff to remain focused on engineering and diagnostic work.

Requirements

High School Diploma / GED
Minimum of 1 year of experience in a customer service, operations coordination, or order management role

Nice To Haves

Strong organizational skills with the ability to manage multiple concurrent transactions
Clear and professional written and verbal communication skills
Proficiency with Microsoft Office suite
Associate degree in a technical field (or equivalent combination of education and work experience).
Experience with SAP (order entry, compliance processes, or logistics modules).
Experience with Salesforce or a comparable CRM platform.
Familiarity with RMA, repair, or depot logistics workflows.
Prior experience working within a manufacturing or field service environment.
Strong problem-solving skills with the ability to work efficiently without direct supervision.
Flexible and adaptable; able to navigate changes and modifications in daily tasks.
Proactive approach to conflict resolution and task management.
Customer-focused attitude with a track record of achieving positive results.
Ability to work well in a team environment, sharing ideas and taking initiative.

Responsibilities

Manage the end-to-end RMA lifecycle for CIC product lines, serving as the direct point of contact for customers from initiation through closure.
Manage all RMA documentation, ensuring accuracy and completeness at every stage
Determine warranty eligibility for inbound RMA requests based on product and contract entitlement
Provide customers with accurate repair quotes, out-of-warranty pricing, and minimum charge notifications
Execute FDMR and KYC compliance processes in Salesforces and/or SAP for all applicable RMA transactions
Validate customer tax exemption certificates by jurisdiction and site
Ensure all shipment and billing addresses are verified prior to order creation
Collect purchase orders and/or payment prior to order processing
Enter and manage Advanced Replacement (AR) orders
Create and manage internal Manufacturing Unit purchase orders
Monitor order status and take corrective action on holds, errors, or exceptions
Serve as the primary liaison between NAM Customer Technical Support and the GE Vernova Manufacturing Unit (Rochester)
Proactively track inbound unit receipt, repair status, and outbound shipment timelines
Escalate repair delays or quality concerns through appropriate channels
Own all customer-facing communication related to RMA status, repair timelines, and return logistics
Set accurate customer expectations at each stage of the RMA process and respond to inquiries in a timely and professional manner
Generate invoices upon completion of repair activity in accordance with order terms
Manage return-for-credit transactions where applicable
Ensure clean case and order closure in both Salesforce and SAP
Maintain accurate records in Salesforce and SAP throughout the RMA lifecycle