Service Operations Specialist II

Thorlabs is pleased to play a role in advancing science through the components, instruments, and systems we design and manufacture. We believe that science and innovation have great potential to improve the world around us and are committed to advancing photonics (i.e., light-based) technologies that positively impact our customers, employees, and communities. Via educational outreach and more sustainable business practices, we continuously invest in a brighter future. We recognize that each of our employees is a unique individual with the ability to contribute to our success and seek to find great people who will thrive in our fun, fast-paced culture.

Purpose of the Position

 The position is responsible for providing full administrative, sales and service operations support to the Imaging System Service Department. This position requires an individual with strong multi-tasking skills, attention to detail, and the ability to work independently. Although the location of the position is in Sterling, VA, from time to time it may be required to undertake duties at other Thorlabs locations.

Essential Job Functions include the following, but are not limited to:

Sales & Service Support:

• Order entry and processing within company ERP (D365)
• Maintain accurate record of service inventory
• Maintain accurate database of service-related revenue and expenses
• Support Department Manager with P&L analysis
• Coordinate customer shipments to support field service activities
• Coordinate international shipments including export compliance
• Maintain and ensure accuracy of the Install Database with accurate warranty coverage dates
• Coordinate Installation and field service-related activities
• Maintain CRM database for all service and installation activities

RMA Coordination:

• Create Sales Orders for RMAs
• Document RMAs by including all pertinent information on D365
• Create Non-Conformance Reports (NCRs) in D365
• Provide customers with RMA information and instructions for returning products
• Coordinate with production and other departments for repair and replacement goods
• Provide stake holders with Weekly RMA Summary including related expenses
• Provide customers with up-to-date information on lead time for repair/replacement of goods
• Proactively schedule Preventative Maintenance visits for customers with active service contracts
• Guide the Service team with guidance on classifying and costing RMA requests

 In addition to the essential functions and duties listed in the previous page, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

The Company retains the right to change or assign other duties to this position.

Physical Activities:

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Qualifications

Experience:

• 3-5 years of experience in a similar and or sales operations position.

Education:

• High School Diploma or equivalent relevant experience.
• Bachelor’s degree preferred or equivalent relevant experience.

Specialized Knowledge and Skills:

• Demonstrated experience in Microsoft Dynamics, Microsoft Office (Excel, Word, Power Point) and communication tools
• Ability to read and interpret documents such as procedures manuals, routine reports and various correspondences. Preferred experience working in ERP System
• Ability to listen actively, to communicate clearly
• Demonstrated experience in a customer centric environment

 The estimated pay range for this role is $23.02 to $28.78 per hour D.O.E.

Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few..