Customer Returns RMA Engineer

Project

Work done for a product or program.

• Log, triage and track customer returns through the RMA process.
• Verify returned parts against test and application conditions.
• Run electrical retest and route parts to FA when needed.
• Classify returns as customer misuse, assembly damage or true device defects.
• Report findings and corrective actions to customers within agreed time.
• Track return rates and PPM trends by product and customer.
• Drive 8D reports and containment with operations.

Function

Work that keeps the discipline running: methods, tools, suppliers and people.

• Maintain the policies, processes and tools of the function.General
• Keep the function compliant with legal, financial and regulatory requirements.General
• Report the function's performance and improve it over time.General

Project

1. Produce and hand over the role's key deliverables
   • RMA analysis reports
   • 8D reports
   • Return rate dashboards
   • Containment actions
2. Support programsGeneral
   • Agree what each program needs
   • Deliver in time for milestones
3. Manage issuesGeneral
   • Track requests to closure
   • Escalate risks

Function

1. Run the functionGeneral
   • Maintain policies and processes
   • Keep records and controls
2. ImproveGeneral
   • Report performance
   • Lead improvement work