Product Returns Management Technician
Recent Consumer legislation, and the resulting terms and conditions put in place by the retail sector, have placed new responsibilities on suppliers to deal with returned goods in an equitable and effective way. All suppliers are now required to process, credit or exchange product returns with the minimum of inconvenience to the customer. This has led to the growth of facilities to process and refurbish products, and to provide a robust reporting system for problems and malfunctions.
Responsibilities
Product Returns Management Technicians may be experienced inspection technicians, or young trainee engineers. As well as providing a service to the customer, trainee engineers working in this area also gain knowledge and experience of a variety of products, and learn about the commercial aspects of the industry.
The more experienced inspection technicians are required to provide a consistent, thorough and robust inspection and reporting function, and may progress to being team leaders or supervisors.
Skills
Product Returns Management Technicians need a broad working knowledge of the operation of a wide range of products, and a strong quality control philosophy. Effective communication skills are required, particularly as this may be a client-facing role. Excellent IT skills, including a thorough knowledge of Excel and Word, are essential, as this role also involves providing detailed reports, and the management of data.
Experience / Qualifications
Employers require good all round standards of education. Training is generally provided on the job, with product specific training provided by manufacturers and suppliers.
Employers may also support work-based courses, such as Apprenticeships and NVQ/SVQs, usually in Inspection/Quality Assurance. Subject to satisfactory work-based progression, and/or the achievement of vocational qualifications, trainees generally progress to working in individual product repair.
