Lead, Material Return Authorization (MRA)

Spirax-Sarco Ltd.•Harrisville, UT

7d•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 Ogden, Utah facility. The role serves as the central coordinator for customers and internal teams involved in returned-product evaluations, repairs, replacements, and warranty determinations. The position provides day-to-day leadership and coordination for MRA Technicians, manages MRA work orders and records, communicates repair status and related information to customers, and works across departments to process returned material efficiently. It also supports employee training, prioritizes departmental work, prepares repair quotations and lead-time estimates, tracks performance metrics, and identifies process improvements. Customer complaints and product safety concerns are escalated 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.
Ability to exercise sound judgment and decision-making authority in support of the MRA process, departmental objectives, customer commitments, and the company's best interests.
Regular interaction with Customer Service, Sales, Application Engineering, Planning, Purchasing, Production, Shipping, Quality, Product Safety, customers, distributors, and service providers.

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 all other job-related duties as assigned.