RMA Coordinator

RMA Coordinator

The RMA Coordinator is responsible for administering and coordinating the Return Material Authorization (RMA) process for customer-returned product, repairs, upgrades, warranty claims, and field-returned materials. This role serves as the primary coordinator between customers, Program Management, production planning, Engineering, Quality, Manufacturing, and Supply Chain to ensure returned materials are processed accurately, investigated efficiently, and resolved in accordance with customer expectations and company requirements.

The RMA Coordinator plays a critical role in supporting customer satisfaction, product quality improvement, failure analysis activities, and operational effectiveness through effective management of returned product processes and associated data.

Essential Functions:

• Administer and coordinate the Return Material Authorization (RMA) process for customer return, repairs, upgrades, warranty claims, and returned product investigations.
• Receive, review, process, and track incoming and outgoing RMA materials to ensure timely disposition and resolution.
• Maintain RMA databases, tracking systems, and associated records to ensure accuracy, traceability, and timely reporting.
• Coordinate cross-functional activities involving Engineering, Quality, Manufacturing, Program Management, Production Planning, Supply Chain, and customer representatives to support RMA processing and closure.
• Monitor open RMA activity and communicate status updates, aging reports, and resolution timelines to stakeholders.
• Facilitate routing of returned materials for inspection, failure analysis, repair, rework, upgrade, or disposition activities.
• Track engineering evaluations, work instructions, corrective actions, and disposition decisions to ensure timely progression of RMA activities.
• Analyze RMA data, return trends, failure modes, and customer return metrics to identify recurring issues and opportunities for improvement.
• Support investigations related to customer returns, field failures, warranty concerns, and product quality issues.
• Assist with implementation and verification of corrective actions associated with recurring return trends and customer concerns.
• Support customer audits, quality reviews, and reporting activities related to returned products and field quality performance.
• Collaborate with cross-functional teams to drive continuous improvement initiatives focused on reducing returns, improving turnaround time, enhancing customer satisfaction, and improving product reliability.

Competencies:

• Return Material Authorization (RMA) Management:
  Ability to administer and coordinate the Return Material Authorization (RMA) process to ensure timely and accurate resolution of customer returns.
• Customer Return Management:
  Ability to process, track, and coordinate customer returns, warranty claims, repairs, upgrades, and returned products.
• Failure Analysis Coordination:
  Ability to coordinate failure analysis activities, track failure trends, and support product quality improvements.
• Quality Data Analysis:
  Ability to collect, analyze, and report RMA data, return trends, customer metrics, and operational performance.
• Quality Management Systems (QMS):
  Working knowledge of quality system requirements, manufacturing processes, and regulatory compliance applicable to returned products.
• Problem Solving:
  Ability to identify return-related issues, support investigations, and assist with corrective action implementation.
• Corrective Action Support:
  Ability to support corrective action activities by tracking actions, verifying completion, and maintaining documentation.
• Customer Focus:
  Ability to provide responsive customer support while ensuring timely communication and effective issue resolution.
• Process Coordination:
  Ability to coordinate cross-functional activities that support efficient RMA processing and product disposition.
• Organization:
  Ability to manage multiple RMA activities, prioritize workload, and maintain accurate records.
• Continuous Improvement:
  Ability to identify opportunities that reduce product returns, improve turnaround time, and enhance customer satisfaction.
• Cross-Functional Collaboration:
  
  Ability to work effectively with Engineering, Quality, Manufacturing, Program Management, Supply Chain, and customers.
• Technical Proficiency:
  Proficiency using ERP/MES systems, Factory Logix, Microsoft Office applications, and quality databases.

Qualifications:

Education: High School Diploma or GED required.

Certifications:

• Lean Six Sigma Yellow Belt or higher preferred.
• ASQ Certified Quality Improvement Associate (CQIA) preferred.

Experience:

• Minimum of three (3) years of experience in customer service, manufacturing, quality, production control, repair operations, RMA processing, or a related environment.
• Experience supporting electronics manufacturing, repair operations, warranty programs, or customer returns preferred.
• Experience utilizing ERP, MES, Factory Logix, Fourth Shift, or similar manufacturing systems preferred.
• Strong data…