Chennai, IN Field Support Engineer 3

Requisition ID: 112629-0

Field Support Engineer 3

Field Service/Support Engineer : Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

The RMA (Return Merchandise Authorization) Coordinator serves as the vital link between our customers, technical support, and the Sanmina factory. You will be responsible for managing the end-to-end lifecycle of product returns, ensuring that every customer experience—even a return—is handled with efficiency, accuracy, and professionalism.

Key Responsibilities

• Case Management: Review and process RMA requests submitted by customers or technical support teams.
• Documentation: Issue RMA numbers and provide customers with detailed return instructions, shipping labels, and required documentation.
• Cross-Functional Liaison: Coordinate with the Warehouse/Factory to track incoming shipments and the Accounting department to process credits, refunds, or invoices.
• Quality Control: Collaborate with the Quality Assurance (QA) team to document recurring product defects and report trends to Engineering.
• Logistics Tracking: Monitor the status of replacement units or repaired items to ensure they reach the customer within the established Service Level Agreement (SLA).
• Database Integrity: Maintain an organized and up-to-date database of all return activities, serial numbers, and warranty statuses.

Required Skills & Qualifications

• Communication: Exceptional written and verbal skills; the ability to remain calm and empathetic when dealing with frustrated customers.
• Organization: High attention to detail with the ability to juggle multiple "open" cases simultaneously without losing track of deadlines.
• Technical Literacy: Proficiency with ERP/CRM software (e.g., JIRA, Orace) and Microsoft Excel, Google Suite.
• Problem Solving: A knack for investigating shipping discrepancies or warranty disputes and finding a fair resolution.