Job Summary:

The Senior Product Engineer oversees the RMA (Return Merchandise Authorization) service operation while also managing communication with customers and project stakeholders. This role plays a crucial part in ensuring the smooth handling of product returns, identifying root causes of issues, and implementing effective solutions. The ability to communicate technical information clearly and manage relationships is essential for success in this position.

Essential Duties and Responsibilities include the following.  Other duties not listed may be assigned.

Key Responsibilities:

• RMA Service Management:
  • Oversee the RMA process from initiation through resolution, ensuring adherence to service level agreements (SLAs).
  • Analyze returned products to determine root causes of failures or defects.
  • Collaborate with cross-functional teams to implement corrective actions and preventive measures.
• Technical Expertise:
  • Utilize technical knowledge to diagnose product issues and propose appropriate solutions.
  • Conduct failure analysis and provide detailed reports to stakeholders.
  • Drive continuous improvement initiatives to enhance product reliability and customer satisfaction.
• Customer and Stakeholder Communication:
  • Serve as the primary point of contact for customers regarding RMA inquiries and escalations.
  • Communicate effectively with internal teams, including customer service, engineering, and manufacturing, to address customer concerns promptly.
  • Provide regular updates to stakeholders on RMA status, trends, and improvement actions.
• Quality Assurance:
  • Develop and maintain RMA process documentation, including procedures and work instructions.
  • Ensure compliance with quality standards and regulatory requirements throughout the RMA lifecycle.
  • Collaborate with quality assurance teams to implement corrective actions based on RMA data analysis.
• Documentation and Reporting:
  • Generate comprehensive reports on RMA trends, including root cause analysis and corrective actions.
  • Document RMA findings and resolutions in a clear and concise manner.
  • Prepare presentations and participate in meetings to discuss RMA performance and improvement strategies.

Qualifications

Education and/or Experience:

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related field; Master’s degree preferred.
• Five years of experience in product engineering, RMA management, or related roles.

Essential Skills:

• Proficiency in problem-solving techniques and root cause analysis methodologies.
• Strong communication skills with the ability to convey technical information to both technical and non-technical audiences.
• Experience in customer-facing roles, handling technical inquiries, and managing customer expectations.
• Knowledge of quality management systems (ISO 9001, Six Sigma) and continuous improvement methodologies.

Working Conditions

Must be able to tolerate moderate to high noise levels in a warehouse environment.  Office and outside environmental conditions found in the warehouse, hot in the summer, cold in the winter. Individuals may need to walk for an extensive period of time while working and walking the facilities; to reach over shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement. Must be able to lift 25 pounds.

SMS InfoComm Corporation is an equal opportunity employer. Diversity and Inclusion are the foundation of our culture.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.