RMA Manager

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

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

5+ years of experience in RMA, repair operations, quality, or manufacturing environment
Experience in electronics manufacturing, PCBA, or repair operations preferred
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

Ability to stand, walk, and work in a production/warehouse environment and lift up to 25 pounds

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.