Warranty & RMA Subject Matter Expert

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We are seeking a SME Warranty, RMA & Process Transformation Manager to map and transform the end-to-end warranty and Return Merchandise Authorization (RMA) operating model. This role will lead warranty operations, returned-product investigations, RMA process governance, failure-analysis coordination, warranty analytics, technology enablement, and continuous-improvement initiatives that reduce warranty exposure, improve customer satisfaction, and strengthen operational traceability.

The ideal candidate combines hands‑on RMA and warranty operations experience with process engineering, quality problem-solving, systems thinking, data analytics, and strong cross‑functional leadership. This is both a strategic and execution‑focused role: the individual will establish disciplined warranty/RMA operations while also designing and implementing scalable future‑state processes, digital tools, dashboards, and governance routines.

This role will partner closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, IT, Finance, Quality, suppliers, and return canters to ensure timely investigation, disposition, corrective action, and closure of warranty and field‑return issues.

• Develop operational processes, warranty governance, KPI reporting, return‑tracking mechanisms, and continuous‑improvement initiatives that reduce warranty exposure and improve customer satisfaction.
• Owns returned product investigations.
• Builds warranty analytics and reporting.
• Work closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, and future Quality teams to ensure timely investigation, disposition, and closure of warranty and field‑return issues.

• Assess and map the end-to-end RMA lifecycle, workflows, systems, and handoffs.
• Identify process gaps, bottlenecks, manual effort, and customer pain points.
• Design a scalable future‑state RMA and warranty operating model with clear ownership and governance.
• Develop a prioritized process transformation roadmap focused on efficiency, customer impact, and continuous improvement.

• Lead end-to-end warranty return and RMA management activities.
• Serve as the primary customer interface for warranty concerns and investigations.
• Establish RMA authorization, claim validation, product tracking, and case closure processes.
• Ensure compliance with OEM warranty requirements and manage customer escalations.
• Develop warranty processes, RMA procedures, governance, and escalation frameworks.
• Deliverables: Warranty Process Framework, RMA Operating Procedures, Warranty Governance Model, Customer Escalation Process

• Lead returned-product triage, technical evaluation, and failure analysis.
• Investigate hardware, software, and system‑level failures.
• Drive Root Cause Analysis, 8D, NTF investigations, and corrective actions.
• Coordinate laboratory analysis and support OEM Technical Factor reviews.
• Develo…