RMA Manager

Advantech USA•Tustin, CA

23h•$100,000 - $115,000•Onsite

About The Position

The RMA Manager is responsible for leading and overseeing all Return Merchandise Authorization (RMA) operations, including product evaluation, repair, refurbishment, and reverse logistics activities. This role ensures efficient service execution, strong quality control, and timely turnaround of returned products while maintaining high standards of customer satisfaction. The RMA Manager provides technical and operational leadership to the service team, driving performance against service metrics, managing warranty and cost controls, and collaborating cross-functionally with Sales, Engineering, Quality, and Supply Chain. This position plays a critical role in supporting Advantech’s product lifecycle, service excellence, and continuous improvement initiatives.

Requirements

Bachelor’s degree in Engineering, Supply Chain, or a related technical field, or equivalent combination of education and relevant experience.
Minimum of 8 years of experience in RMA, repair service, or electronics service operations within a manufacturing or technical environment.
Prior leadership or management experience overseeing technical or service teams preferred.
Strong technical knowledge of computer hardware, single board computers (SBC), and component-level troubleshooting processes.
Experience with ERP systems such as SAP, as well as CRM and service management platforms.
Working knowledge of warranty processes, reverse logistics, and service supply chain operations.
Demonstrated leadership and cross-functional coordination skills within a matrix organization.
Strong analytical skills with the ability to interpret operational data and drive process improvements.
Customer-focused mindset with excellent verbal and written communication skills.
Ability to manage multiple priorities and perform effectively in a fast-paced service environment.
Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Experience working with operational metrics and reporting dashboards preferred.
Ability to meet the physical requirements of the role, including standing, walking, and lifting light materials as needed.
Commitment to supporting Environmental Health & Safety (EHS) policies and quality management system requirements.

Responsibilities

Oversee daily RMA operations, including product intake, evaluation, repair, replacement, and shipment to ensure timely and accurate service execution.
Drive performance against turnaround time (TAT), productivity, and service quality KPIs.
Manage warranty validation, repair-versus-replacement decisions, and service workflow optimization.
Provide technical leadership for system-level troubleshooting, hardware diagnostics, functional testing, and firmware or BIOS updates.
Support new product introductions (NPI), service readiness, and transfer activities to ensure repair capability alignment.
Monitor failure trends, conduct root cause analysis, and escalate quality issues including support for Supplier Corrective Action Requests (SCAR).
Implement process improvements to reduce repeat failures, aging RMAs, and operational inefficiencies.
Collaborate cross-functionally with Sales, Application Engineering, Quality, Supply Chain, and global service teams to resolve escalations and support customer satisfaction.
Act as an escalation point for key customers and urgent service cases, providing clear technical communication and status updates.
Oversee service parts planning, reverse logistics flow, and inventory accuracy within SAP or ERP systems.
Review monthly RMA performance metrics, manage warranty expenses, and maintain cost control to support service profitability.
Approve repair quotations, credits, and cost allocations in accordance with company policies.
Lead, develop, and mentor RMA technicians, coordinators, and planners, establishing performance expectations and productivity goals.
Support workforce planning, hiring, and technical training initiatives to build team capability.
Ensure compliance with ISO standards, EHS policies, and 5S workplace practices to maintain a safe and quality-driven service environment.
Support field repairs, customer site visits, and special projects as required.

Benefits

Competitive salary dependent on experience (DOE)
Winning culture with a friendly, team-oriented environment!
Generous benefits package including medical, dental, vision, long-term disability, and life insurance.
Employee Assistance Program (EAP)
401(k) with company match
Education & personal development reimbursement program
Generous vacation and paid holidays package
Company events, and lunches
Work from home program – once eligible
Referral Bonus