Lead, Repairs Agent

Revelyst•San Diego, CA

1d•Onsite

About The Position

We are seeking an experienced Repairs Lead to join the Revelyst Golf & Technology platform team. As the Repairs Lead, will be responsible to account the tasks accomplished by the team each day. This includes, but is not limited to daily tasks, projects, or the items needed to keep the team functional and efficient from start to finish on RMA’s. This position reports to the Technical Support Manager.

Requirements

Business Management Degree, or 2-3 years of experience in an Accounting or Order Processing role.
Ability to lift 30-50lbs; maneuver and move large packages, and work on ladders as needed.
Stand, walk, push, pull, squat, bend, and reach during shifts.
Use carts, dollies, hand trucks, and other gear to move items around. Go up and down stairs (where applicable).
Strong verbal and written communication skills.
Ability to manage tasks over time at varied priorities and bring to conclusion.
Works well under pressure; carries a calm demeanor.
Strong Attention to Details, able to review and correct documentation quickly.

Responsibilities

Review all Device Work Order Diagnosis Documents to confirm all repair requests are addressed.
Communicate with customers regarding in house device movement as it relates to the Diagnosis, repair status, quoting, and processing steps.
Manage payment collection process for all Repair Orders & Payment Escalation.
Manage Repair Device Workflow Process & Escalation.
Maintain a comprehensive knowledge of how inventory is managed in Netsuite as it relates to RMAs. This includes understanding: How to complete WOs, How to allocate SOs, How to check inventory levels for any given item and understand where that item physically is based on what Netsuite reports.
Maintain a comprehensive understanding of the RMA process from RMA generation to shipment. This includes understanding: How to properly generate an RMA (Salesforce, Netsuite, Internal RMA Database), How to efficiently track an RMA using Salesforce, Netsuite, Internal RMA Database, and internal communication, Which individual within the company is responsible for each step of the RMA process (multiple departments), What each individual is responsible for completing at each step of the process, Any process change that is implemented at a production/inventory control level, Who to address when looking to advance a device through a particular stage, What points are bottlenecks in the process to assist other departments in resolving those bottlenecks.
Physically search for devices to track down an update or set priority when necessary.
Occasionally instruct RMA on how to set priority during times where FIFO is no longer realistic to follow.
Act as a leader for the RMA team when required. Often necessary during parts shortages or process changes.
Act as a resource to the entire tech support team as a source of knowledge: RMA Status. Repair WO Explanation / Parts Used.
Communicate with support admins, inventory control, production, and shipping to problem solve issues as they arise. Interaction with these groups is often required for one reason or another every day.
Stay up to date with purchasing timelines to understand part availability.