Warranty Specialist

At Lytx, we harness the power of data to change human behavior and help good companies become even better. The Lytx DriveCam™ Program, sets the standard for driver safety in the industries we serve, and our RAIR® Compliance Services helps DOT-regulated fleets comply with safety regulations, complementing the DriveCam® Program. We protect more than 1,300 commercial and government fleet clients worldwide who drive billions of miles.

The RMA/Warranty Specialist is integral to the Lytx Logistics and Client Success Organization. This position reports to the Senior Manager, Global Logistics and Supply Chain and works collaboratively with the Client Success Team,Tech Support, Program Management, Quality and Global Reverse Logistics Partners as needed. The ideal candidate is customer-focused, process-intensive, detail oriented and possesses technical support capabilities.

**Key Accountabilities:** * Core responsibilities include maintaining the integrity and efficiency of the Lytx RMA/Warranty process, including issuance and monitoring of RMA’s, researching and tracking warranty exception customer agreements to standard policies. Candidate will work directly with Quality, Service and Sales departments in establishing failure analysis, identifying non conformances, improvement initiatives and cost savings opportunities. * Candidate will be responsible for ensuring the accuracy and timeliness of all RMA and Warranty transactions. The RMA/Warranty Specialist may interface directly with the customer as needed. * The RMA/Warranty Specialist will recommend resolutions to RMA discrepancies while ensuring that customer interests and satisfaction are maximized while company interests, including cost control are addressed in the most favorable and balanced manner. * Duties include identifying trends in RMA/Warranty requests; monitoring failures for systemic and recurring issues, preparing analytical and interpretive reports to drive improvements, assisting in the processing and resolution of customer warranty claims and complaints; actively working with appropriate teams in correcting identified issues, and recommending process improvements. **Areas of Focus and Responsibilities:** * Process product returns, monitor RMA receipts through incoming inspection and repair at all Reverse Logistics locations. * Ensure a high level of customer service is delivered to all customers, in accordance with the Customer Service RMA/Warranty policies and procedures. * Manage the day-to-day RMA/Warranty incoming and outgoing activities. * Report RMA/Warranty Metrics, KPI’s and trends on non-conformances. * Communicate case status to customers, internal teams and leadership as needed. * Balance the asset pool to ensure that supply meets demand for RMA’s and upgrade programs. * Monitor nonconforming material and recommend disposition for scrap or repair based on feedback from Quality. * Other duties as assigned.

* Team focused with customer-centric attitude. * Basic skills in troubleshooting SaaS applications. * Excellent verbal and written communication skills. * Strong attention to detail. * Works well in a team environment, as well as independently. * Enjoys and excels at problem solving and assisting others. * Attention to detail with the ability to multi-task and prioritize; strong organizational skills. * Ability to work accurately and efficiently. * Strong analytical capabilities. * Proficient in all basic Windows programs (Word, Excel and PowerPoint at a minimum), prior Sales Force CRM experience desired. * 5+ years RMA/Warranty, Inventory Control and Reverse Logistics preferred. * Ability to work accurately and efficiently.