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SLA Returns Coordinator

2 months ago

Burlington, Ontario, Canada Evertz Full time

Join Evertz as an SLA Returns Coordinator, where you will play a vital role in ensuring seamless customer experiences. In this administrative support position, you will collaborate closely with our SLA Customer Coordinators to provide top-notch assistance for Service Level Agreement (SLA) customers.

About the Role

This is an excellent opportunity to work in a fast-paced environment, where you will be responsible for expediting and scheduling repair shipments, running reports to facilitate day-to-day operations, and communicating directly with customers regarding outstanding RMAs or purchase orders.

You will also escalate issues to management and sales when necessary, ensuring that all parties are informed and up-to-date on the status of their requests.

Key Responsibilities:
  • Enter orders as needed in our AS/400 system associated with service requests.
  • Occasionally create service loan EPCNs & agreements in QuoteWeb.
  • Provide timely status updates to customers regarding repairs.
  • Request quotes from Sales Administration as required.
  • Issue loan return RMAs to customers with service loans out.
  • Communicate with Failure Analysis (FA) and evTOC Service teams, as well as customers, regarding basic status questions or issues.
  • Process/invoice serial numbers in AS400 as needed.
  • Follow up on service loan returns with customers.
  • Review existing and new SLAs with Customer Coordinator to ensure overall understanding.
  • Pull reports and format information for End of Sale and End of Life product history.
  • Pull and maintain reports for SLA Customer Coordinators.
  • Perform administrative duties, such as filing and interdepartmental communication.
  • Additional tasks as required.
What We Offer

We offer a competitive total compensation package, including an estimated salary of $65,000 - $80,000 per year, depending on location and experience. You will also enjoy employer-funded benefits, a career progression plan, and a casual work environment with opportunities for social events and sports teams.

Evertz is committed to providing its employees with a work-life balance and ongoing learning opportunities. As a member of our team, you will have access to our Employee Assistance Plan, Employee Discount Platform, and various training programs to help you grow professionally.