RMA Technician

Description

The incumbent provides after-sales technical support related to the Return Merchandise Authorization (RMA) process, including diagnosing returned products, documenting repair plans, and tracking repairs. They work in close collaboration with the RMA Manager to ensure that products are processed within agreed timelines and that clients receive high-quality service.

Responsibilities

• Diagnose returned electronic products to identify root causes of failure, applying established methods and procedures.
• Document diagnostic findings and prepare repair plans according to current templates and guidelines.
• Track ongoing repairs and report any discrepancies or delays to the RMA Manager.
• Support the processing of internal non-conformances related to returned products, notably by documenting technical observations, diagnostic results, and information required for analysis.
• Collaborate with engineering and production teams to ensure a smooth RMA process and follow up on technical issues related to returned products.
• Contribute to the preparation of statistical tracking reports on RMAs and repairs.
• Provide the RMA Manager with the necessary technical information to enable communication of repair status and relevant updates to clients.

Requirements

• DCS (DEC) in electronics, electrical engineering, or a related field (or equivalent experience).
• Minimum of 5 years of experience in technical support or electronic product repair.
• Strong failure analysis and technical troubleshooting skills.
• Experience with laser or optical technologies, a significant asset.
• Experience with microcontrollers, a significant asset.
• Proficiency in spoken and written French.
• Good knowledge of English, both oral and written.
• Proficiency with Excel and Word software.

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