Lead, Material Return Authorization (MRA)

The Role: Under the supervision of the Quality Supervisor, the Lead, Material Return Authorization (MRA) is responsible for coordinating and overseeing all MRA activities within the facility. This position leads as the coordinator for customers, sales representatives, customer service, application/design engineering, planning, purchasing, quality, shipping, and service technicians regarding returned product evaluations, repairs, replacements, and warranty determinations.

This position is located in Ogden, Utah.

Your Responsibilities

Coordinate all MRA activities from receipt through final disposition. Serve as the primary customer contact for repair status, warranty determinations, quotations, lead times, and return material inquiries. Provide regular updates to customers and internal stakeholders. Assist with employee training, work assignments, and performance feedback.

Provide day-to-day leadership, direction, and coordination for MRA Technicians. Create and manage MRA work orders and ensure documentation is complete and accurate. Coordinate repair evaluations and activities performed by MRA Technicians and Service personnel. Prioritize workload and direct daily activities of MRA department personnel.

Collaborate with cross-functional departments to support efficient processing of returned material. Track MRA records, repair status, customer commitments, and departmental metrics. Prepare quotations and lead-time estimates for billable repairs and non-warranty returns. Identify and implement process improvements. Escalate customer complaints and product safety concerns through the Quality Management System.

All other job-related duties as assigned.

Requirements

Associate degree preferred or minimum three years of relevant experience. Experience with customer returns, warranty claims, repair coordination, or service operations preferred. Strong communication, organization, and customer service skills. Working knowledge of manufacturing processes, ERP systems, and Microsoft Office.

Ability to coordinate activities across multiple departments and priorities. Regular interaction with Customer Service, Sales, Application Engineering, Planning, Purchasing, Production, Shipping, Quality, Product Safety, customers, distributors, and service providers. Exercise sound judgment and decision-making authority to ensure actions and priorities support the effectiveness of the MRA process, departmental objectives, customer commitments, and the overall best interests of the company.