Product Sustaining Engineering Manager RMA

Description

The RMA Manager oversees the Return Material Authorization (RMA) process, efficiently handling returned products while maintaining high customer satisfaction. This role involves coordinating repairs, replacements, and failure analysis, collaborating with internal teams, repair centers, and logistics partners to ensure timely resolution. The RMA Manager will drive process improvements, analyze failure trends, and enforce quality standards to enhance product reliability and service efficiency.

• Act as the primary point of contact for all RMA-related queries from customers, sales, and service teams.
• Collaborate with Quality Assurance (QA) and R&D teams to identify root causes and implement corrective actions.
• Develop and maintain standard operating procedures (SOPs) and training materials for RMA processes.
• Provide clear instructions to customers regarding returns, replacements, and warranty claims.
• Oversee functional testing of repaired units to meet quality and compliance standards.
• Collect and analyze field failure data, including defect details, environmental conditions, and application insights.
• Ensure timely updates on RMA status and resolution timelines.
• Generate failure reports and trend analysis to drive product improvements.
• Work closely with repair facilities to ensure timely, accurate repairs, upgrades, or replacements.
• Continuously evaluate and enhance RMA workflows to reduce turnaround times and improve efficiency.
• Collaborate with logistics teams to ensure the smooth shipment and customs clearance of returned units.
• Lead and optimize end-to-end RMA operations, from customer request to product return and resolution.
• Ensure compliance with ISO 9001 and other quality standards related to product returns and service operations.
• Verify warranty claims and ensure they comply with company policies and customer-specific requirements.
• Generate and manage RMA tracking numbers, documentation, and approvals.
• Monitor supplier performance and repair cycle times to enhance efficiency.

Requirements

• Strong knowledge of RMA workflows, warranty policies, and repair coordination.
• Strong problem-solving abilities and attention to detail.
• 5+ years of experience in RMA management, quality assurance, or customer support in the electronics, power solutions, or data center industry.
• Familiarity with global shipping regulations and customs clearance procedures.
• Experience managing teams and working cross-functionally with engineering, logistics, and sales teams.
• Excellent communication, negotiation, and customer service skills.
• Bachelor’s degree in Engineering, Quality Management, Supply Chain, or a related field.
• Proficiency in data analysis tools (Excel, Power BI, SQL) for tracking RMA performance metrics.
• Ability to work in a fast-paced, cross-functional environment.
• Knowledge of quality and reliability standards (ISO 9001, Six Sigma, etc.).
• Willingness to travel occasionally to repair sites, customer locations, or supplier facilities.
• Understanding of electronic components, PDUs, PSUs, UPS, and rack systems is a must.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance