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, FactoryLogix, 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, FactoryLogix, Fourth Shift, or similar manufacturing systems preferred.
• Strong data management, reporting, and analytical skills.
• Proficiency with Microsoft Office applications, particularly Excel.
• Strong organizational, communication, and customer service skills.

Physical Requirements:

• Ability to stand and/or walk for extended periods during the work shift.
• Ability to sit for extended periods when performing inspection, testing, administrative, or computer-based tasks.
• Ability to use hands and fingers to handle, inspect, manipulate, assemble, or operate equipment and materials.
• Ability to perform repetitive hand, wrist, and arm movements.
• Ability to reach, bend, stoop, twist, kneel, crouch, and/or climb as required.
• Ability to visually inspect products, components, assemblies, documentation, and computer displays with or without corrective lenses.
• Ability to distinguish colors, markings, symbols, and other visual indicators when required by the position.
• Ability to hear and communicate effectively in a manufacturing environment.
• Ability to safely operate tools, equipment, machinery, or material handling devices as authorized.
• Ability to lift, carry, push, and/or pull materials and equipment up to 25 pounds.
• Ability to work in close proximity to production equipment, moving machinery, and material handling operations while maintaining situational awareness.
• Ability to wear and properly utilize required personal protective equipment (PPE) and ESD protection devices.
• Ability to maintain physical stamina necessary to meet production, quality, and operational requirements.

Mental Requirements:

• Work requires the ability to maintain attention to detail, concentration, and accuracy while performing routine and non-routine tasks in a fast-paced manufacturing environment.
• Employees must be able to understand and follow written and verbal instructions, interpret job-related documentation, apply established procedures, and make decisions within defined guidelines.
• The role requires effective problem-solving, organizational skills, and the ability to manage multiple priorities while adapting to changing production demands.
• Employees must be able to communicate effectively with supervisors, coworkers, and other departments, maintain focus despite interruptions, and consistently meet safety, quality, and productivity expectations.

Work Environment:

• Work is performed within an electronics manufacturing environment and may involve exposure to moderate noise levels, fluctuating temperatures, and proximity to production equipment, soldering operations, and automated machinery. Duties may require standing, walking, bending, or repetitive motions for extended periods, as well as lifting or moving materials as job responsibilities dictate. Employees may enter clean or controlled areas and are required to follow all environmental, safety, ESD, and equipment-handling procedures. This includes the use of SMTC-provided ESD-safe items such as foot straps, wrist straps, and smocks when working in designated areas. Employees must be able to remain attentive and compliant with all operational, safety, and quality requirements while working on or near the production floor.

Travel: 0-10% of the time based on business needs.

SMTC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, disability, veteran status, genetic information or other protected status.

If you require assistance completing this application due to a disability, please contact Human Resources to ask for an accommodation or an alternative application process.