RMA & Production Support Engineer

About the opportunity:

We are currently seeking an experienced RMA (Return Merchandise Authorization) & Production Support Engineer to join our team in Phoenix, AZ. In this role, you will play a crucial part in managing the RMA process and providing production support to ensure our customers receive the highest level of service.

Responsibilities:

• Manage the RMA process, including receiving, diagnosing, repairing, and returning products to customers in a timely and efficient manner.
• Collaborate closely with the production team to identify and resolve product-related issues, ensuring the highest quality standards are maintained.
• Provide technical support to customers experiencing issues with our products, including troubleshooting and diagnosing problems over the phone, email, or in-person.
• Analyze product performance data and customer feedback to identify trends and areas for improvement.
• Collaborate with the engineering team to develop solutions and improvements for product design and manufacturing processes.
• Maintain accurate records of all RMA and support activities, including tracking customer issues and resolutions.
• Assist in training production and customer support staff on product features, troubleshooting techniques, and quality standards.
• Provide support for production and testing activities, including configuring, testing, and repairing products as needed.
  
  

What we're offering:

A competitive salary, vacation, health & dental benefits, and employer-matched 401 K pension plan.  You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight – your contributions will have influence.

The experience and skills we value:

• Bachelor's degree in Electrical Engineering, Computer Engineering, or a related field.
  3+ years of experience in a similar role, preferably in a video products manufacturing environment.
• Strong understanding of video product design, manufacturing processes, and quality standards.
  Proficiency in troubleshooting and diagnosing hardware and software issues related to video products.
• Familiarity with common video formats, protocols, and interfaces.
• Excellent problem-solving, analytical, and technical skills.
• Strong verbal and written communication skills, with the ability to communicate complex technical concepts to both technical and non-technical audiences.
• Ability to work independently and collaboratively within a team environment.
• Detail-oriented and highly organized, with the ability to manage multiple priorities and deadlines.

What will put you ahead:

• Experience with professional video equipment, such as video switchers, routers, converters, and monitors.
• Familiarity with industry standards, such as SMPTE, HDMI, and SDI.
  
  

WORKPLACE GUIDELINES:

Occasional:

• Standing, Bending, Pushing/Pulling
• Light Lifting (up to 25 lbs.), Moderate (25-50 lbs.) to Heavy (50 lbs.+)
• Reaching above shoulder level
• Travel (ex. Noise Volume etc.)

Frequent:

• Reading and Writing
• Ability to Comprehend
• Sitting and using finger movements
• Communicating orally
• Handling objects (manual dexterity)
• Reason and analyze
• Perform calculations