PURPOSE OF POSITION:

The purpose of the RMA Coordinator I role is to manage the processing of returned materials from Field Service locations and ensure proper documentation, tracking, and disposition of returned parts in accordance with company procedures.
This position ensures that returned materials are received with the appropriate documentation, including required tagging and return records. The RMA Coordinator I works closely with Field Service personnel to obtain missing documentation when required and ensures non-conforming material documentation is prepared and distributed in accordance with the IEM Quality Management System.
The role supports coordination of RMA activities through receipt, inspection, testing, and final disposition of materials. The RMA Coordinator I also assists the Order Fulfillment team when required, providing operational support during periods of increased workload.

SUPERVISORY RESPONSIBILITIES:

This position does not have direct supervisory responsibilities.

ESSENTIAL FUNCTIONS:

• Process parts returns from Field Service locations while ensuring required documentation is present and complete.
• Coordinate with Field Service personnel to verify returned parts using schematics, drawings, and applicable Bills of Material (BOMs) when necessary.
• Track incoming RMA transactions to maintain accountability and traceability of returned materials.
• Ensure RMA processing timelines align with Product Services operational goals and service standards.
• Communicate with the RMA Manager and Quality teams to ensure RMA transactions comply with IEM procedures and ISO 9001 requirements.
• Track warranty credits and coordinate with Accounting to ensure credits are applied to the correct project
• Coordinate with Field Service personnel and transportation providers to arrange return of materials from remote project locations.
• Coordinate with Warehouse personnel and testing staff to manage the movement of returned materials through the facility.
• Perform other duties as assigned by management.

COMPETENCIES:

• RMA Processing & Material Tracking: Manages returned material transactions to ensure proper documentation, traceability, and processing through final disposition.
• Inventory & Documentation Accuracy: Maintains accurate records and ensures required documentation accompanies returned materials.
• Cross-Functional Coordination: Collaborates with Field Service, Quality, Warehouse, Accounting, and transportation providers to process RMA transactions.
• Attention to Detail: Ensures returned materials are correctly documented and processed according to company procedures.
• Problem Solving: Works with internal teams to resolve documentation issues, incorrect returns, or missing information.
• Organization & Time Management: Manages multiple RMA transactions while maintaining processing timelines and accountability.
• Communication: Maintains clear communication with internal teams regarding the status and disposition of returned materials.

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent.
• Minimum of 1 year of experience in RMA processing, inventory management, or materials coordination, preferably within a field service or manufacturing environment.
• Experience using ERP or inventory management systems to process and track material transactions.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Access, and PowerPoint.

PHYSICAL/MENTAL/ENVIRONMENTAL:
Physical Demands:
Activities: Sitting – 60% Walking/Standing – 40%
Lifting: Must be able to lift up to 50lbs.
Vision: Long periods of close work on a computer screen.
Travel: Travel (up to 10%) to IEM regional offices, warehouse locations, or
vendor sites.
Mental Demands: Interpret, analyze, research, and manage multiple tasks simultaneously while maintaining attention to detail.
Environment: Climate-controlled office space and warehouse environments; exposure to non-climate-controlled areas may occur during inventory activities.