Summary/Objective
The Return Material Authorization (RMA) & Warranty Support Specialist is responsible for the timely and accurate execution of Holmatro’s Return Material Authorization (RMA) and warranty programs across North America. This role is a key point of coordination between internal and external parties to ensure efficient processing of product returns, warranty claims, repairs, replacements, and associated transactions. This individual ensures that all RMA and warranty transactions are processed accurately, communicated effectively, and completed in a manner that balances customer satisfaction with company interests, including cost control and operational efficiency.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies
Strong communication skills – Communicates with all levels of organizations appropriately. Knows when written or verbal dialog is most efficient and effective.Customer Service skills - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.Organizational skills - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plansActive listening skills – Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, and does not interrupt at inappropriate times.Relationship building – Develops constructive and cooperative working relationships with others, and maintains them over timeSocial & Cultural Perceptiveness – Is aware of others' reactions and has empathy towards why people may react in certain ways.Critical Thinking – Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Teamwork – Knows that things can turn out better when you work as a team. Contributes to building a positive team spirit; Supports everyone's efforts to succeed.Attention to Detail – Demonstrates accuracy in all matters. Is timely, precise, and efficient with commercial communication and documentation.
Required Education and Experience
Associate degreea high school diploma/GED and a minimum of 2 years of applicable experience will be consideredMinimum of 2 years of experience in customer service, warranty administration, service coordination, returns processing, or a related operational role.Experience within a manufacturing or distribution environment preferred.Experience using an ERP system is required; experience with Infor CSI/SyteLine or similar manufacturing ERP systems preferred.Experience working with warranty claims, product repairs, or technical service processes preferred.Strong attention to detail and accuracy in transactional processing and recordkeeping.Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment.Proficiency in Microsoft Office applications, particularly Excel and Outlook.Ability to analyze problems, identify discrepancies, and recommend practical solutions.Customer-focused mindset with strong interpersonal skills.
Travel
This position does not require travel.
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment
This job largely operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear.
Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 4:00 p.m.
AAP/EEO Statement
Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws
Company DescriptionHolmatro hydraulic equipment and system solutions are used worldwide in rescue operations and special tactics operations. These types of applications require reliable and safe equipment under all circumstances. To guarantee that Holmatro users can carry out their specialist work in an optimal fashion, we aim to be the best-in-class market leader by deploying pioneering technology.Summary/Objective
This position is responsible for managing the product strategy for North America with regards to pricing, product life cycle, including end of life process, competitor analysis and market research, and support of new product development in support of the overall business growth. The Product Manager works cross-functionally in North America and the Netherlands with engineering, sales, marketing, operations, and leadership to help deliver high-impact, market-driven solutions.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pricing StrategyDevelop pricing strategies aligned with market positioning, competitive landscape, and margin targetsConduct pricing analysis and margin/profitability assessmentsMaintain pricing structures across channels and ensure consistencyAssist with the discounting frameworks and pricing governanceSupport pricing requirements for NPD and EOL items and coordinate After Market components in partnership with After Market and Service teamsGo-To-Market & Product MarketingDevelop and execute go-to-market (GTM) strategies for new and existing products for NADefine product positioning, messaging, and value propositionsPartner with marketing, sales, and engineering to create launch materials, campaigns, and sales toolsMonitor product launch performance and adjust strategies as neededDevelop and manage the process for communication of product changes to all necessary parties internally and externallyWork with the service, quality and engineering teams to monitor and communicate product updates (ECRs), new service sets and support quality VOC.Manage prototype inventory for Sales and Demonstration processesProduct Lifecycle, Warranty & Portfolio ManagementManage products across their full lifecycle (launch, growth, maturity, decline)Monitor product performance (sales, margin, adoption, customer feedback)Support decisions on product enhancements, rationalization, or discontinuationOversee warranty trends, competitive warranty offerings and improvement actions from fieldOptimize portfolio mix to align with strategic and financial goalsNew Product Development (NPD)Assist the Netherlands (NL) team with the development of business cases for new product initiatives, including market opportunity, financial justification, and strategic fit specific to the North American marketDefine NA product specifications in collaboration with engineering and key stakeholders as needed by the NL teamBuild and maintain product forecasts for the US and Canadian Markets (volume, revenue, margin)Participates in cross-functional teams through stage-gate or equivalent NPD processesEnsure alignment between product development, customer needs, and company strategyMarket & Customer InsightsGather and analyze voice of customer (VOC) through field engagement, customer interviews, and feedback loopsConduct market research, competitive analysis, and industry trend monitoringIdentify unmet needs and translate insights into product requirements and opportunitiesSupport sales teams with customer-facing insights and positioningParticipates in marketing, sales, community and goodwill events, including, trade shows, Rescue Experience, schools, and others programsProduct Specifications & ComparisonMaintain accurate and detailed product specifications and technical documentationDevelop competitive product comparisons and positioning toolsEnsure consistency and accuracy across all product-related content (catalogs, website, sales materials)Support internal teams and customers with technical product knowledgeAll other duties as assigned
Competencies
Ethical Conduct – Acts with honor in all business dealings.Strong communication skills – Communicates with all levels of organizations appropriately. Knows when written or verbal dialog is most efficient and effective.Technical Capacity - Understanding and proficiency in all phases of own work and essential related jobs. Exhibits proficiency with software and other necessary business equipment. Takes a hands on approach to working in role and with team members.Customer Service skills - Manages difficult or emotional customer situations; Responds quickly, appropriately, and accurately to requests from internal and external customers. Remains calm and respectful when dealing with customers (internal & external). Follows up appropriatelyOrganizational skills - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plansActive listening skills – Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, and does not interrupt at inappropriate times.Social & Cultural Perceptiveness – Is aware of others' reactions and has empathy towards why people may react in certain ways.Critical Thinking – Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Attention to Detail – Demonstrates accuracy in all matters. Is timely, precise, and efficient with commercial communication and documentation. Collaboration & Teambuilding - Knows that by working together we make better products. Takes the time to listen to one another and our clients. Does their utmost for a common goal. Contributes to building a positive team spirit.Business Acumen- Understands the potential business implications of decisions being made.
Required Education and Experience
B.A or B.S. degree in Business, Engineering, Marketing, or related fieldA minimum of 2 years of product experience and a demonstrated track record of accomplishments, preferably in a manufacturing setting.Knowledge and experience in ERP systemsExperience with Database software, Order Processing systems, and Project Management software a plusExperience with 80/20 methodologies a plusWork Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Works with company products and performs product demonstrations from time-to-time.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This would require the ability to lift files, open filing cabinets and bending or standing as necessary. While performing the duties of this job, the employee is regularly required to talk and hear. The employee may be required to lift and move items up to 50 pounds, stand for long periods of time while participating in marketing events and demonstrations. Light booth construction will require lifting and bending.
Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 4:00 p.m. This position is expected to work occasional evenings and weekends in support of sales and marketing events.
Travel
This position requires up to 5% travel. Some of the travel may be on the weekends.
AAP/EEO Statement
Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Company DescriptionHolmatro hydraulic equipment and system solutions are used worldwide in rescue operations and special tactics operations. These types of applications require reliable and safe equipment under all circumstances. To guarantee that Holmatro users can carry out their specialist work in an optimal fashion, we aim to be the best-in-class market leader by deploying pioneering technology.Summary/Objective:
The Assembly Mechanic is responsible for assembling high-quality, life-saving hydraulic rescue equipment in a safe, efficient, and consistent manner. This role plays a critical part in ensuring our products perform when they matter most, supporting first responders who rely on our tools in emergency situations.
This position requires strong attention to detail, adherence to standardized processes (including 5S), and a commitment to teamwork, reliability, and continuous improvement. The ideal candidate takes pride in their work, shows up ready to contribute, and embodies our core values in every task.
Essential Functions:
Assembly & Production
Assemble hydraulic rescue tools and components according to work instructions, blueprints, and specifications.Perform functional testing and basic troubleshooting as needed.Maintain consistent output aligned with production schedules.Quality & Attention to Detail
Follow detailed assembly instructions with precision and consistency.Ensure all assemblies meet quality and safety standards before moving to the next stage.Identify and report defects, discrepancies, or process issues.5S & Workplace Organization
Maintain a clean, organized, and efficient work area in accordance with 5S standards.Ensure tools, materials, and workstations are properly maintained and stored.Contribute to continuous improvement of workspace layout and efficiency.Team Collaboration
Work collaboratively with assembly team members, quality, and supervisors.Communicate effectively regarding production status, issues, and improvement ideas.Support cross-training and assist teammates as needed.Tools & Equipment
Safely and effectively use hand tools, power tools, and assembly equipment.Maintain tools in good working conditions and report any issues.Basic Systems & Documentation
Use basic computer systems to log work, track production, or access work instructions.Accurately complete required documentation and production recordsAll Other Duties as Assigned
Competencies:
Ethical Conduct – Acts with honor in all business dealings.Technical skills – Mechanically inclined; adept with all manner of hand tools, able to troubleshoot technical problems.Reliability & Dependability – Does what you say you are going to do, arrives to work on time and ready to contribute.Organizational skills - Prioritizes and plans work activities; Uses time efficiently.Teamwork – Knows that things can turn out better when you work as a team. Contributes to building a positive team spirit; Supports everyone's efforts to succeed.Attention to Detail – Demonstrates accuracy in all matters. Is timely, precise, and efficient.Customer Focus – Keeps the end user of our products in mind while assembling our tools.
Required Education & Experience:
High school diploma or equivalentExperience in mechanical assembly, manufacturing, or similar hands-on role preferred.Strong attention to detail and ability to follow standardized processes.Ability to use hand tools and basic assembly equipment.Basic computer & reading skills (data entry, work instructions, production tracking)\Ability to work in a fast-paced, team-oriented environment.
Work Environment & Physical Demands:
While performing the duties of this job, the employee is on a shop floor and frequently exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment can be loud.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to stand. The employee is frequently required to use hands to maneuver, or operate parts, tools, or controls. The employee is occasionally required to walk; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear.The employee must regularly lift and move up to 10-15 pounds, frequently lift and move up to 40 pounds, and occasionally lift and move up to 70 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.Position Type/Expected Hours of Work:
This is a full-time position, and hours of work and days are Monday through Friday, 6:00 a.m. to 2:30 p.m.
Supervisory Responsibility
This position has no supervisory responsibilities.
Travel
There is no travel required for this position.
AAP/EEO Statement
Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Company DescriptionHolmatro hydraulic equipment and system solutions are used worldwide in rescue operations and special tactics operations. These types of applications require reliable and safe equipment under all circumstances. To guarantee that Holmatro users can carry out their specialist work in an optimal fashion, we aim to be the best-in-class market leader by deploying pioneering technology.