RMA Technician

Osela; Quebec; On-site; CAD 55,000 - 75,000; Full time

Job summary

Osela is seeking a technical support professional in Quebec to provide after-sales support for the Return Merchandise Authorization (RMA) process. The candidate will diagnose returned products, document repair plans, and ensure quality service to clients.

Responsibilities include collaborating with the RMA Manager, tracking repairs, and supporting internal non-conformances. A minimum of 5 years of experience in technical support is required, along with strong troubleshooting skills and proficiency in both French and English.

Qualifications

• 5 years of experience in technical support or electronic product repair.
• Experience with laser or optical technologies is a significant asset.
• Experience with microcontrollers is a significant asset.

Responsibilities

• Diagnose returned electronic products to identify root causes of failure.
• Document diagnostic findings and prepare repair plans.
• Track ongoing repairs and report discrepancies to the RMA Manager.
• Collaborate with engineering and production teams during the RMA process.

Skills

Technical troubleshooting skills

Failure analysis

Fluency in French

Knowledge of English

Proficiency in Excel

Proficiency in Word

Education

DCS (DEC) in electronics or electrical engineering

Job description

The incumbent provides after-sales technical support related to the Return Merchandise Authorization (RMA) process, including diagnosing returned products, documenting repair plans, and tracking repairs. They work in close collaboration with the RMA Manager to ensure that products are processed within agreed timelines and that clients receive high-quality service.

Responsibilities

• Diagnose returned electronic products to identify root causes of failure, applying established methods and procedures.
• Document diagnostic findings and prepare repair plans according to current templates and guidelines.
• Track ongoing repairs and report any discrepancies or delays to the RMA Manager.
• Support the processing of internal non-conformances related to returned products, notably by documenting technical observations, diagnostic results, and information required for analysis.
• Collaborate with engineering and production teams to ensure a smooth RMA process and follow up on technical issues related to returned products.
• Contribute to the preparation of statistical tracking reports on RMAs and repairs.
• Provide the RMA Manager with the necessary technical information to enable communication of repair status and relevant updates to clients.

Requirements

• DCS (DEC) in electronics, electrical engineering, or a related field (or equivalent experience).
• Minimum of 5 years of experience in technical support or electronic product repair.
• Strong failure analysis and technical troubleshooting skills.
• Experience with laser or optical technologies, a significant asset.
• Experience with microcontrollers, a significant asset.
• Proficiency in spoken and written French.
• Good knowledge of English, both oral and written.
• Proficiency with Excel and Word software.