RMA Manager

Description

Responsibilities

•  Oversee daily RMA operations including intake, tracking, disposition, and reporting of returned products
•  Manage RMA workflows to ensure timely processing, accurate documentation, and efficient turnaround times
•  Collaborate with Repair, Failure Analysis, Quality, and Customer Quality teams to determine root cause and disposition of returned units
•  Establish and maintain RMA procedures, work instructions, and documentation standards
•  Monitor and analyze RMA data including failure trends, return rates, and turnaround time metrics
•  Drive continuous improvement initiatives to reduce return rates and improve repair efficiency
•  Ensure proper system tracking of RMA units within ERP/MES systems for full traceability
•  Coordinate with warehouse and logistics teams for receiving, handling, and storage of returned materials
•  Partner with customers and internal stakeholders to provide updates on RMA status and resolution timelines
•  Support customer escalations related to returned products and ensure timely resolution
•  Oversee disposition decisions including repair, scrap, return to customer, or replacement
•  Lead cross-functional problem-solving efforts to address recurring product or process issues
•  Ensure compliance with quality standards, customer requirements, and internal policies
•  Train and develop team members on RMA processes, systems, and best practices
•  Support audit activities related to RMA processes and documentation
•  Drive reporting and visibility of RMA performance metrics to leadership
•  Other Duties as assigned 

Qualifications

•  Bachelor’s Degree in Engineering strongly preferred
•  5+ years of experience in RMA, repair operations, quality, or manufacturing environment
•  Experience in electronics manufacturing, PCBA, or repair operations preferred
•  Strong understanding of RMA processes, failure analysis, and product lifecycle
•  Experience working with ERP/MES systems for tracking and reporting
•  Strong analytical and problem-solving skills with a data-driven approach
•  Excellent communication and leadership skills with the ability to manage cross-functional teams
•  Ability to manage multiple priorities in a fast-paced production/warehouse environment
•  Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
•  Experience with customer-facing quality or service processes preferred
•  Ability to stand, walk, and work in a production/warehouse environment and lift up to 25 pounds 

Reasons you should work for us:

• Comprehensive benefits package including medical, dental, and vision insurance coverage.
• Basic life insurance and short-term disability coverage provided by employer.
• Supplemental life insurance and long-term disability coverage options available.
• 401K with employer contribution.
• Personal, Vacation, and Holiday paid time off for all full-time employees.
• Onsite Aurora Health & Wellness Center available for all employees.
• Employees are continuously encouraged to learn and grow their careers in smart manufacturing.