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

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance