Product Sustaining Engineering Manager RMA

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.

Key Responsibilities

RMA Process Management:

• Lead and optimize end-to-end RMA operations, from customer request to product return and resolution.
• Verify warranty claims and ensure they comply with company policies and customer-specific requirements.
• Generate and manage RMA tracking numbers, documentation, and approvals.
• Collaborate with logistics teams to ensure the smooth shipment and customs clearance of returned units.

Repair & Testing Coordination:

• Work closely with repair facilities to ensure timely, accurate repairs, upgrades, or replacements.
• Oversee functional testing of repaired units to meet quality and compliance standards.
• Monitor supplier performance and repair cycle times to enhance efficiency.

Customer Support & Communication:

• Act as the primary point of contact for all RMA-related queries from customers, sales, and service teams.
• Provide clear instructions to customers regarding returns, replacements, and warranty claims.
• Ensure timely updates on RMA status and resolution timelines.

Failure Analysis & Quality Reporting:

• Collect and analyze field failure data, including defect details, environmental conditions, and application insights.
• 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.

Process Improvement & Compliance:

• Continuously evaluate and enhance RMA workflows to reduce turnaround times and improve efficiency.
• Develop and maintain standard operating procedures (SOPs) and training materials for RMA processes.
• Ensure compliance with ISO 9001 and other quality standards related to product returns and service operations.

Qualifications

Education & Experience:

• Bachelor’s degree in Engineering, Quality Management, Supply Chain, or a related field.
• 5 years of experience in RMA management, quality assurance, or customer support in the electronics, power solutions, or data center industry.
• Experience managing teams and working cross-functionally with engineering, logistics, and sales teams.

Technical & Soft Skills:

• Strong knowledge of RMA workflows, warranty policies, and repair coordination.
• 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.
• Excellent communication, negotiation, and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced, cross-functional environment.

Additional Requirements:

• Familiarity with global shipping regulations and customs clearance procedures.
• Knowledge of quality and reliability standards (ISO 9001, Six Sigma, etc.).
• Willingness to travel occasionally to repair sites, customer locations, or supplier facilities.