RMA Manager

Position Summary:

The RMA Manager oversees the Returns Department that processes product returns from customers and distributors nationwide.

The individual in this role administers and processes RMAs as directed by the leadership team.

They ensure appropriate routing and processing of Warranty returns while identifying process and performance opportunities and coordinating with Operations, Customer Service, Logistics, and other teams as needed to implement improvements and reduce Warranty costs.

The RMA Manager develops product expertise and provides guidance to teams driving corrective action for product related issues, as well as Engineers and Technicians performing failure analysis and technical report writing.

Responsibilities and Objectives:

Develop and implement key performance indicators (KPIs) and quality metrics to assess and measure RMA cycle times, root cause identification rates, product quality trends, and customer experience throughout the return process.

Conduct regular and systematic monitoring of customer service interactions, including phone calls, emails, chat sessions, and other communication channels.

Analyze customer feedback and complaints to identify recurring issues and areas for improvement and share insights with the customer service team for proactive resolution.

Identify root causes of service quality issues and work with management to implement corrective actions.

Collaborate with training teams to develop and implement training programs based on identified quality improvement areas.

Leverage quality monitoring tools and technologies to streamline the evaluation process.

Collaborate with engineering and product development teams during New Product Introduction (NPI) to establish RMA procedures, failure modes, repair procedures, and troubleshooting protocols before product launch.

Requirements:
Education: Bachelor’s degree strongly preferred
Experience: 8+ years’ experience in a management role.

Preferred Qualifications:  Experience with Jira and Confluence.

Familiarity with Microsoft Dynamics.

Experience with electronic products, including diagnostics, repair processes, and technical documentation.
Location:  Tallassee, Alabama

Neptune Technology Group Inc.

does not sponsor U.S.

work authorizations for this position, including H-1B, O-1, and TN.

Neptune also does not sponsor individuals in F-1 status for this role

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

Operations