Computer/Electronic Technician (RMA)

Computer/Electronic Technician (NOC 2242)
Product Testing & Warranty Team

Do you love working in a fast-paced environment, where you constantly make meaningful contributions daily?

We are looking for an amazing Product Testing & Warranty Specialist to support our growing team and company long term.

Detailed Role Overview:

The Electronic Technicians (NOC 2242) will work with the Product Testing and Warranty team to provide support to the Warehouse & Logistics team and Customer Service team to manage and carry out processes regarding returns and warranty management. This role will be responsible for monitoring, coordinating, and sustaining systematic processes to streamline and maximize the overall quality and efficiency of product returns. The role is dynamic and will evolve over time according to the needs of the business.

Returns

1. Managing and responding to processing incoming product returns from clients.
2. Testing returns to determine if there are any product issues.
3. Taking appropriate actions to repair, replace or claim products.
4. Ensuring 100% of the product returns are processed, repaired and sent to clients within 14 days.
5. Maintaining a well-organized, accessible and clean workspace.
6. Contacting manufacturers and suppliers to process product warranties.
7. Developing a strong understanding of products and continuing to keep knowledge updated.
8. Working with partners to process returns, refunds and repairs when necessary.
9. Meeting deadlines on a regular basis as many tasks are very time sensitive.
10. Packaging and processing inbound/outbound shipments.
11. Working with cross-functional teams to ensure the timely completion of commitments and activities while achieving high levels of quality performance.
12. Maintaining/Creating product testing guides for new products to be tested & being as efficient in how testing is conducted.
13. Finding ways to get the products repaired/claimed/replaced/warrantied within the shortest amount of time and documenting the fastest ways to get a product fixed/warrantied for future reference and implementing appropriate actions.
14. Implementing processes to ensure 100% accuracy in tracking products through the RMA process, and keeping the process up to date by assessing its efficacy continuously.

Customer Services

1. Processing, categorizing and answering customer emails and telephone calls, and providing high-quality service.
2. Communicating status updates and schedules to customers and team whenever necessary.
3. Answering customer-related product inquiries.
4. Responding to customer inquiries within 2 hours.
5. Being resourceful and documenting common issues/concerns for future questions.

Documenting

1. Inputting and analyzing data to identify trends in repair and replacement requests to offer insight on products/ manufacturers to management.
2. Upholding 100% accuracy in product tracking.
3. Documenting key processes and simplifying current processes to become more efficient and effective.
4. Monitoring and tracking information on product warranties, vendor policies, common issues/concerns and time frames for each product or supplier within spreadsheets.

We are a small but growing operation with lots of opportunity for growth and development.

Qualifications

1. Minimum 1 year experience in Product Testing OR Graduated from a diploma in Computer Hardware Systems or Electronics.

Preferred Prerequisites

1. Tech savvy – passionate about Technology.
2. Experienced in troubleshooting electronics.
3. Experience in Customer Service.
4. Occasionally required to lift or move heavy items.