RMA Quality Engineer

Position Summary

The RMA Quality Engineer is responsible for managing and improving the product return process, performing failure analysis, and driving corrective actions to enhance product quality and customer satisfaction. This role acts as a bridge between customers, manufacturing, engineering, and suppliers.

• Own end-to-end RMA process (intake, tracking, disposition, reporting)
• Ensure timely evaluation and closure of returned products
• Maintain RMA database and generate regular reports (trend, failure rate, turnaround time)

• Perform root cause analysis on returned products using tools like:
• 5 Whys
• Fishbone (Ishikawa)
• Fault tree analysis
• Coordinate advanced FA (X‑ray, CT scan, SEM, etc.) when needed
• Document detailed FA reports with clear conclusions

• Drive corrective actions with cross‑functional teams (Design, Manufacturing, Supplier Quality)
• Track effectiveness of corrective actions
• Prevent recurrence of issues in production and field

• Communicate technical findings and status updates to customers
• Support customer complaints and quality escalations
• Participate in customer calls and audits when required
• Analyze RMA trends (by product, failure mode, region, customer)
• Identify systemic issues and drive improvement projects
• Support reliability improvement and yield enhancement initiatives

• Work with:
  • Manufacturing Quality Engineering (process issues)
  • Design Quality Engineering (design flaws)
  • Supplier Quality Engineer (vendor‑related failures)
  • Support NPI (New Product Introduction) with lessons learned from RMA

• Maintain FA reports, 8D reports, and quality records
• Ensure compliance with quality standards (ISO 9001, IPC, etc.)
• Support audits and internal quality reviews

• Bachelor’s degree in Engineering (Mechanical, Electrical, Materials, or related field)
• 3+ years of experience in quality, reliability, or failure analysis
• Experience with RMA handling or customer returns
• Strong analytical and problem‑solving skills

• Experience in electronics, data center hardware, or manufacturing industry
• Familiar with FA tools (X‑ray, CT scan, thermal analysis, microscopy)
• Knowledge of statistical tools (SPC, Cp/Cpk)
• Experience with ERP/MES systems (SAP, Oracle, etc.)
• Six Sigma (Green Belt or above) is a plus
• Bilingual at English and Mandarin is a plus

• Root cause analysis
• Data analysis (Excel, Minitab, JMP)
• Technical report writing
• Project management

We are an E.E.O. employer.