Lead, Material Return Authorization (MRA)

Lead, Material Return Authorization (MRA) Composed of Chromalox, Durex Industries, Vulcanic, and Thermocoax businesses, Electrical Thermal Solutions (ETS), part of Spirax Group, creates electrical process heating and temperature management solutions, including industrial heaters and systems, heat tracing, and a range of component technologies. At Chromalox, we build advanced thermal technologies for the world’s most challenging industrial heating applications. Headquartered in Pittsburgh, Pennsylvania, we got our start with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry. We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs. Join us as we continue to provide solutions to our customers and the world!

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.

At Chromalox, we are not just an employer but a champion of equal opportunities and inclusivity. We are dedicated to fostering a workplace that adheres to the highest hiring standards and is free from discrimination and harassment.

Chromalox is an equal opportunity employer; our commitment extends to all aspects of employment, ensuring that no individual is mistreated or discriminated against based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.