Qualifications:
- Bachelor's degree in Mechanical Engineering, Thermal Engineering, or related technical discipline
- Minimum of 5+ years of experience in RMA management, customer support, or operations within manufacturing or technical environment
- Solid understanding of warranty management, supply chain operations, reverse logistics, and mechanical/thermal systems
- Proficiency in ERP or RMA systems (e.g., SAP) with strong data tracking and reporting capabilities
- Strong analytical and problem-solving skills with ability to perform root cause analysis and drive corrective actions
- Excellent communication, organizational, and interpersonal skills with ability to collaborate across cross-functional teams
- Ability to manage multiple priorities in fast-paced environment and perform effectively under pressure
- Knowledge of failure analysis methodologies and tools (8D, Fishbone/Ishikawa, FMEA)
- Understanding of product lifecycle management and warranty cost control strategies
- Strong data analysis skills with proficiency in Excel, Power BI, or similar platforms
- Ability to interpret technical drawings, specifications, and test reports
- Mandarin proficiency preferred
Responsibilities:
- Oversee end-to-end RMA process from request initiation through final disposition and develop, implement, and continuously improve RMA policies, procedures, and workflows
- Ensure timely processing of returns, exchanges, and warranty claims in line with SLAs to minimize customer downtime
- Lead root cause analysis of returned products, drive corrective and preventive actions (CAPA), and ensure accurate tracking and documentation
- Lead and develop RMA team including hiring, training, and performance management, and collaborate with Quality Assurance, Supply Chain, Technical FAE, Factory, and R&D teams
- Manage and optimize reverse logistics, drive cost reduction initiatives, improve customer satisfaction, and support new product introductions
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SoloPoint Solutions, Inc.