About the opportunity:
We’re looking for a RMA Coordinator in India. The RMA Coordinator manages the end-to-end Return Material Authorization (RMA) process, ensuring timely processing of product returns, repairs, and replacements. The role works closely with cross-functional teams to deliver excellent customer service while meeting quality and service level objectives.
Responsibilities:
- Process RMAs for replacement parts and customer repairs in accordance with Christie RMA and warranty policies.
- Coordinate with Christie Authorized Dealers, Partners, Service Providers, and Repair Centres to ensure timely repair and replacement activities.
- Ensure replacement parts are shipped in accordance with contractual agreements and that faulty parts are returned within the prescribed RMA timelines.
- Manage customer repair cases by preparing repair quotations, coordinating approvals, tracking repair progress, and providing timely customer updates.
- Liaise with Christie engineers, repair centres, and service teams to obtain repair status and proactively communicate updates to customers.
- Process product returns and perform product failure analysis to support quality improvement initiatives.
- Handle day-to-day RMA receiving activities, including receipt, verification, and system processing of returned products.
- Meet and exceed internal and external Service Level Agreements (SLAs) for RMA processing and customer support.
- Deliver a high level of customer service in support of Christie's technical service operations.
- Assist Customer Service with RMA authorization processing and related activities as required.
- Work closely with Operations, Customer Service, Technical Support, Quality, Engineering, and Service Planning teams to ensure efficient execution of RMA and repair processes.
- Maintain daily productivity and workflow reports, along with weekly and monthly reports covering RMA transactions, repair activities, and service metrics.
- Manage service stock by monitoring inventory, processing stock transfer orders, and coordinating replenishment with Service Planners.
- Administer consignment inventory, ensuring accurate tracking, replenishment, reconciliation, and compliance.
- Prioritise RMAs from Christie Authorized Partners and Certified Dealers while maintaining complete and accurate documentation.
- Support internal Service Work Order (SWO) processes to facilitate repair operations.
- Coordinate the timely collection and return of faulty parts from customers in compliance with RMA policies.
- Maintain, review, and update process documentation, standard operating procedures (SOPs), and work instructions as required.
- Continuously review existing processes and implement improvements to enhance operational efficiency, quality, and customer satisfaction.
- Support third-party procurement activities and other service operations tasks as assigned by management.
Location: Onsite (Bengaluru)
What we’re offering
A competitive salary, vacation, health & dental benefits and employer-matched pension plan.
You’ll have opportunities to learn, grow, and collaborate with professionals on a global reach. Whether you’re working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight—your contributions will make a difference.
The experience and skills we value:
- 2-3 years’ experience in related processes
- Experience managing end-to-end RMA, warranty, repair, and replacement processes.
- Knowledge of service operations, inventory management, and ERP/RMA systems.
- Ability to coordinate with customers, authorized partners, and cross-functional teams while meeting SLAs.
- Understanding of Christie RMA policies and internal service procedures gained through on-the-job experience.
What will put you ahead:
- Strong customer service, communication, and coordination skills.
- Proficiency in Microsoft Office (Excel, Word, Outlook) and ERP/RMA systems.
- Ability to prepare reports, maintain documentation, and analyze RMA data.
- Good organizational, problem-solving, and time management skills.
- Knowledge of inventory management, service operations, and warranty/RMA processes.
