RMA Assistance Manager
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Job Summary
- Direct and coordinate the daily execution of RMA requests ensuring all returns are processed in strict compliance with telecommunications industry protocols and company policies.
- Act as the primary escalation point for complex return cases analyzing causes and implementing corrective measures to prevent future incidents.
- Partner closely with supply chain and logistics departments to expedite the receipt inspection and disposition of returned equipment.
- Track key performance indicators regarding return processing times resolution rates and inventory accuracy to foster continuous operational enhancements.
- Maintain precise documentation and reporting on all RMA activities delivering regular insights to senior management concerning trends and operational bottlenecks.
- Train and mentor support personnel on appropriate RMA procedures safety standards and customer service best practices tailored to the telecommunications environment.
- Possess a minimum of five years of professional experience in a management or supervisory role within the telecommunications industry or a related field.
- Demonstrate a proven history of managing complex return logistics warranty claims or customer service operations.
- Exhibit an in-depth understanding of telecommunications hardware software and the specific regulatory or technical standards governing device returns.
- Display strong analytical capabilities with the ability to interpret data and convert findings into actionable operational strategies.
- Possess exceptional leadership skills including experience in team building performance management and conflict resolution.
- Demonstrate excellent verbal and written communication skills capable of interacting effectively with technical teams vendors and high-level stakeholders.
Required Skills:
Bachelors degree in IT Computer Science or a related field. 5 years managing business applications including hands-on system ownership of a billing purchasing ERP or finance application. Proven delivery of at least one AI project into production (not only a pilot) such as an LLM-based assistant AI agent or document or email automation. Working knowledge of REST APIs webhooks JSON and common integration patterns; able to read API documentation and test integrations independently. Practical understanding of how large language models behave: prompting retrieval-augmented generation (RAG) context limits hallucination risk output evaluation and cost per call. Project management capability: planning vendor management risk tracking and stakeholder reporting. Strong troubleshooting skills and clear written and spoken English. Ability to work across time zones with teams in India Singapore the UAE and Europe.
