Lead, Material Return Authorization (MRA)

Spirax Group•Ogden, UT

5d•Onsite

About The Position

Under the supervision of the Quality Supervisor, the Lead, Material Return Authorization (MRA) coordinates and oversees all MRA activities at the facility. The role coordinates among customers, sales representatives, customer service, application/design engineering, planning, purchasing, quality, shipping, and service technicians on returned-product evaluations, repairs, replacements, and warranty determinations. The position is located in Ogden, Utah. The MRA Lead serves as the primary customer contact for repair status, warranty determinations, quotations, lead times, and return-material inquiries. The role provides day-to-day leadership and coordination for MRA Technicians, manages work orders and records, prioritizes department workload, and works with cross-functional teams to process returned material efficiently. It also tracks customer commitments and departmental metrics, prepares estimates for billable repairs and non-warranty returns, supports process improvements, and escalates customer complaints and product safety concerns through the Quality Management System.

Requirements

Associate degree preferred or a minimum of three years of relevant experience.
Strong communication, organization, and customer service skills.
Working knowledge of manufacturing processes, ERP systems, and Microsoft Office.
Ability to coordinate activities across multiple departments and priorities.
Exercise sound judgment and decision-making authority to ensure actions and priorities support the MRA process, departmental objectives, customer commitments, and the company's overall best interests.

Nice To Haves

Associate degree.
Experience with customer returns, warranty claims, repair coordination, or service operations.

Responsibilities

Coordinate all MRA activities from receipt through final disposition.
Serve as the primary customer contact for repair status, warranty determinations, quotations, lead times, and return-material inquiries.
Provide regular updates to customers and internal stakeholders.
Assist with employee training, work assignments, and performance feedback.
Provide day-to-day leadership, direction, and coordination for MRA Technicians.
Create and manage MRA work orders and ensure documentation is complete and accurate.
Coordinate repair evaluations and activities performed by MRA Technicians and Service personnel.
Prioritize workload and direct daily activities of MRA department personnel.
Collaborate with cross-functional departments to support efficient processing of returned material.
Track MRA records, repair status, customer commitments, and departmental metrics.
Prepare quotations and lead-time estimates for billable repairs and non-warranty returns.
Identify and implement process improvements.
Escalate customer complaints and product safety concerns through the Quality Management System.
Perform other job-related duties as assigned.