Failure Analysis RMA Manager

Vicor; Andover (MA); On-site; USD 111,040 - 135,000; Full time

Job summary

Vicor is seeking a skilled Quality professional to manage return merchandise authorization (RMA) processing, enhancing customer interactions and product quality. The role involves evaluating return requests, assisting customers, and collaborating with engineering teams on technical issues.

Candidates should possess a Bachelor’s degree in a technical field, with 5-10 years of experience in electronics manufacturing. This position offers a salary range of $111,040 - $135,000, reflective of market-driven pay structures.

Qualifications

• 5-10 years of experience in an electronics manufacturing environment in a technical role.
• Ability to manage multiple activities within the technical operations group.
• Good interpersonal skills and ability to coordinate across departments.

Responsibilities

• Receive and review customer requests for RMA.
• Administer and process RMAs as directed by management.
• Provide assistance to customers about RMA processes and status.
• Guide engineers in failure analysis of customer returns.
• Perform data mining and reporting specific to RMA metrics.
• Work with manufacturing teams on product-related issues.
• Coordinate objectives with production procedures.

Skills

Failure analysis

Interpersonal skills

Data reporting

Quality management

Education

Bachelor’s Degree in a technical discipline

Job description

Vicor is an American manufacturer of advanced 48V centric DC-DC converters with industry‑leading power and current density, enabling breakthrough power delivery performance. As an engineering‑focused company, we provide a hands‑on opportunity to further innovate and advance the topologies, control systems, components and packaging of our power modules and the power delivery networks that drive key advancements in AI, electric vehicles, and aerospace.

In this role, the qualified Quality professional will maintain and improve our return merchandise authorization (RMA) processing, including cycle time, administration, publishing reports and direct line communication with customers on technical aspects of quality‑related product issues.

Job Description

• Receive and review customer requests for product returns, evaluate eligibility based on company policies, and generate RMA numbers for approved returns.
• Administer and process RMAs from all customers as directed by management.
• Provide prompt and helpful assistance to customers inquiring about the RMA process, status of returns, and product replacement or refund options.
• Become well versed on Vicor products in order to guide a team of engineers in failure analysis of customer returns and technical report writing.
• Interface with external customers and Applications Engineering on customer‑facing issues.
• Perform data mining, data reporting and report publishing specific to RMA performance metrics including PPM and cycle time to closure.
• Work with factory quality and manufacturing teams to drive corrective and preventive action for external product‑related issues.
• Coordinate objectives with production procedures in cooperation with other managers and department heads to maximize product quality and minimize costs.

Education / Qualifications

• Bachelor’s Degree in a technical discipline; BSEE preferred but not required.
• 5-10 years of experience in an electronics manufacturing environment in a technical role within failure analysis.
• Well organized with the ability to properly program manage a significant amount of activities within the technical operations group.
• Must have good interpersonal skills and the ability to coordinate with other managers and department heads.

Compensation Data

Salary Range $111,040 - $135,000

Please note: This range is based on our current market‑driven pay structures. Individual salaries are determined based upon a variety of factors including but not limited to a candidate’s overall qualifications, such as skills, education, and experience as well as company internal equity.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.