PAC RMA Coordinator

Job Summary

We are seeking a motivated detail-oriented and process-driven RMA Coordinator to join our Grid Automation NAM Customer Technical Support team. This position provides dedicated Return Material Authorization (RMA) lifecycle management for GE Vernovas Protection Automation & Control (PAC) portfolio including the 8 Series Universal Relay (UR) Legacy SR and Meters product lines.

This role serves as the primary operational owner of all RMA-related activity within the PAC product line managing end-to-end administration SAP order management compliance execution and Manufacturing Unit liaison responsibilities across multiple facilities. The successful candidate will own direct customer communication throughout the RMA process ensure all transactions are completed accurately and in full compliance with internal and regulatory requirements and allow technical support staff to remain focused on engineering and diagnostic work.

Key Responsibilities:

• Manage the end-to-end RMA lifecycle for PAC product lines serving as the direct point of contact for customers from initiation through closure.
• Manage all RMA documentation ensuring accuracy and completeness at every stage.
• Determine warranty eligibility for inbound RMA requests based on product and contract entitlement.
• Provide customers with accurate repair quotes out-of-warranty pricing and minimum charge notifications.
• Execute FDMR and KYC compliance processes in Salesforce and/or SAP for all applicable RMA transactions.
• Validate customer tax exemption certificates by jurisdiction and site.
• Ensure all shipment and billing addresses are verified prior to order creation.
• Collect purchase orders and/or payment prior to order processing.
• Enter and manage Advanced Replacement (AR) orders.
• Create and manage internal Manufacturing Unit purchase orders.
• Monitor order status and take corrective action on holds errors or exceptions.
• Serve as the primary liaison between NAM Customer Technical Support and GE Vernova Manufacturing Units (Markham and Añasco).
• Proactively track inbound unit receipt repair status and outbound shipment timelines across both facilities.
• Coordinate and prioritize activity across multiple active Manufacturing Unit queues simultaneously.
• Escalate repair delays or quality concerns through appropriate channels.
• Own all customer-facing communication related to RMA status repair timelines and return logistics.
• Set accurate customer expectations at each stage of the RMA process and respond to inquiries in a timely and professional manner.
• Generate invoices upon completion of repair activity in accordance with order terms.
• Manage return-for-credit transactions where applicable.
• Ensure clean case and order closure in both Salesforce and SAP.
• Maintain accurate records in Salesforce and SAP throughout the RMA lifecycle.

Required Qualifications:

• High School Diploma / GED
• Minimum of 1 year of experience in a customer service operations coordination or order management role.

Desired Characteristics:

• Strong organizational skills with the ability to manage multiple concurrent transactions and coordinate across multiple facilities.
• Clear and professional written and verbal communication skills.
• Proficiency with Microsoft Office suite.
• Associate degree in a technical field (or equivalent combination of education and work experience).
• Experience with SAP (order entry compliance processes or logistics modules).
• Experience with Salesforce or a comparable CRM platform.
• Familiarity with RMA repair or depot logistics workflows.
• Prior experience working within a manufacturing or field service environment.
• Strong problem-solving skills with the ability to work efficiently without direct supervision.
• Flexible and adaptable; able to navigate changes and modifications in daily tasks.
• Proactive approach to conflict resolution and task management.
• Customer-focused attitude with a track record of achieving positive results.
• Ability to work well in a team environment sharing ideas and taking initiative.