Senior Engineer - Material Planning

• Communicate internally (Customer Service, Technical Support, Renewal Sales, Sales, Hardware Manufacturing, Order Services) and externally (end user, and partner) to verify RMA details when there are escalations or issues concerning requests for Return Material Authorizations (RMAs).
• Evaluate and resolve issues where there is a mismatch between Citrix and the Customer regarding the replacement service program the customer has purchased.
• Evaluate, research, and update maintenance/warranty contract records in the appropriate system, SalesForce, CADS, SAP) to validate customer is entitled to an RMA replacement and deny warranty RMA replacements as required.
• Create warranty sales order for replacement unit in ERP system (SAP) and ensure it releases, ships and delivers to the customer in a timely manner. Communicate and facilitate the resolution of all warranty RMA shipping exception issues globally.
• Manage RMA scenarios/escalations on accounts or programs that require special handling (Gold Plus, Customer Exception RMAs due to previous quality issues, etc.)
• Create a return staging order in ERP system (SAP) to receive defective equipment and provide return instructions to the end user, Manage exceptions to the return policy as required based on customer location or special circumstances and ensures reminders and invoices are adjusted as required.

The experience were looking to add to our team:

• Strong verbal and written communication skills to be able to quickly articulate and resolve issues with internal and external customers at all levels
• Strong customer service and follow-up skills
• Well organized and detail oriented
• Systems savvy. Experience with ERM and CRM systems is a plus
• Solid knowledge of Microsoft Outlook
• Sense of urgency
• Must be able to quickly prioritize and work under extremely close deadlines and time constraints
• Flexibility in time shifts

What you will receive for the great work you provide

• Health Insurance
• Paid Time off