Job Description

The RMA Associate is responsible to receive, decontaminate, triage, and transact returned products; ensure compliant quarantine/recall handling; resolve missing-paperwork issues; and keep ERP inventory and financial touchpoints accurate while prioritizing high‑volume weekly receipts in a regulated environment.

Duties & Responsibilities:

• Intake, decontamination & segregation: Segregate daily returns by category (complaints, repairs, evaluations, installations, demos etc.); log and decontaminate per SOPs; handle ~15–20 pallets/week and prioritize per policy.
• Recall & Quality Compliance: Identify, locate, and quarantine field‑recall product promptly per FDA‑guided procedures; maintain traceability (serial/SKU/LOT/UDI) and correct status/locations.
• Documentation resolution & cross-team coordination: Resolve documentation gaps (missing POs/RMAs, wrong serials/SKUs/LOTs) with Global Technical Services and Customer Service; capture clear notes.
• ERP transactions & disposition: Process return transactions across multiple ERP databases in compliance with quality procedures; verify documentation to determine routing and disposition (repair/evaluation/installation/credits/demo return/RTV/scrap).
• Warranty & financial checks: Check warranty status, verify POs for out‑of‑warranty product, confirm customer status, and apply the correct service fee by product family.
• Inventory control & SOX: Participate in physical inventories (PI) and cycle counts per SOX; reconcile variances to protect inventory accuracy.
• Adaptability & Continuous improvement: Adapt quickly to shifting priorities; learn complex product structure and QMS tools; contribute improvement ideas to standard work and documentation.
• Maintain regular attendance in accordance with current position needs and department expectations, as defined by divisional executive management.
• Perform all other duties as assigned or required.

Minimum & Preferred Qualifications and Experience:

Minimum Qualifications:

• 2+ years in reverse logistics/warehouse/materials/manufacturing with serial/lot‑controlled product.

• ERP/WMS experience (e.g., SAP/Oracle/NetSuite/Infor); comfortable working across multiple instances/databases; barcode scanning.

• Familiarity with decontamination SOPs, ESD handling, quarantine/recall practices; basic FDA/ISO 13485 expectations; understands SOX basics for inventory controls and good documentation practices.

• Accuracy in data entry and documentation; able to read/follow SOPs and travelers; basic Excel/Sheets (filters/lookups; pivots a plus).

• Clear written and verbal communication; professional coordination with global teams (Tech Services/Customer Service/Quality).

• Physical: lift/push/pull up to 40–50 lb; stand/walk for extended periods; break down pallets; reliable attendance with OT/shift flexibility as needed.

• Fluent in English.

Preferred Qualifications:

• Medical-device or regulated hardware experience; working knowledge of ISO 13485, FDA UDI/recalls, and compliant handling basics.
• Hands-on with SAP/Oracle modules for returns/repairs; exposure to QMS tools (e.g., Trackwise, MasterControl).
• Familiarity with export/shipping documents and carrier portals (UPS/FedEx/DHL).

• Financial literacy beyond basics: understanding of AR/AP flows for RMAs (credits, returns, service fee billing, taxes)

Education:

High School diploma or GED preffered