RMA Manager

Accton; Irvine (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off

Job summary

Accton in Irvine, CA, seeks an experienced RMA Manager to lead hands-on return merchandise authorization operations and manage a technical team. You will troubleshoot, repair, and diagnose complex issues while coordinating with engineering, quality, and manufacturing teams.

The role blends practical, hands-on work with leadership responsibilities, requiring a strong technical background, process improvement mindset, and the ability to train and guide teammates.

Qualifications

• Bachelor's degree in Engineering, Electronics, Computer Engineering, or related technical field.
• Experience in RMA operations, technical service, hardware testing, troubleshooting, repair, or a related technical environment.
• Strong hands-on technical background with the ability to diagnose and resolve hardware issues.
• Experience using diagnostic tools, testing equipment, or related technical troubleshooting methods.
• Willingness to perform hands-on technical work in addition to management responsibilities.
• Experience leading, supervising, or providing technical guidance to engineers or technicians.
• Ability to learn new products, testing procedures, and repair methods and effectively train team members.
• Strong problem-solving, organizational, and communication skills.
• Ability to work effectively with cross-functional and international teams.

Responsibilities

• Actively participate in hands-on troubleshooting, diagnostics, testing, failure analysis, and repair of returned products.
• Perform core Process/Test Engineering and Repair Engineering activities when needed to support daily RMA operations.
• Develop a strong understanding of company products, hardware components, testing procedures, and repair processes.
• Diagnose technical issues, identify root causes, and implement effective solutions.
• Utilize appropriate diagnostic tools and testing equipment to identify and resolve hardware issues.
• Provide direct technical support during complex repair cases, high workloads, or staffing shortages.
• Support continuous improvement of repair procedures, troubleshooting methods, and technical documentation.

Skills

Hands-on troubleshooting

Team leadership

Cross-functional collaboration

Repair engineering

Diagnostics and testing

Education

Bachelor's degree in Engineering or related field

Tools

Diagnostic tools

Test equipment

ERP systems

Job description

We are seeking an experienced and hands-on RMA Manager to lead our Return Merchandise Authorization (RMA) operations in Irvine, CA.

This position requires a strong technical background in hardware troubleshooting, testing, diagnostics, and repair, along with the ability to manage daily RMA operations and lead a technical team.

The ideal candidate is a hands-on leader who is comfortable working directly with products, test equipment, and repair processes. In addition to managing the team, the RMA Manager is expected to develop a thorough understanding of our products and actively participate in technical activities.

This is not solely a management or coordination role. The RMA Manager must be willing to learn, perform technical tasks, resolve complex issues, and provide practical training and guidance to team members.

Key Responsibilities

1. Hands-on Technical Operations & Repair

• Actively participate in hands-on troubleshooting, diagnostics, testing, failure analysis, and repair of returned products.
• Perform core Process/Test Engineering and Repair Engineering activities when needed to support daily RMA operations.
• Develop a strong understanding of company products, hardware components, testing procedures, and repair processes.
• Diagnose technical issues, identify root causes, and implement effective solutions.
• Utilize appropriate diagnostic tools and testing equipment to identify and resolve hardware issues.
• Provide direct technical support during complex repair cases, high workloads, or staffing shortages.
• Support continuous improvement of repair procedures, troubleshooting methods, and technical documentation.

2. Process/Test Engineering & Quality Improvement

• Work closely with engineering and repair teams to troubleshoot technical issues and improve testing processes.
• Support the development and improvement of test procedures, repair instructions, and troubleshooting guidelines.
• Participate in failure analysis to identify recurring product issues and root causes.
• Collaborate with Engineering, Quality, and Manufacturing teams to implement corrective actions.
• Monitor product failure trends and provide feedback to improve product quality and reliability.
• Ensure testing and repair activities follow established quality standards and procedures.

3. Technical Training & Team Leadership

• Lead, supervise, and develop the RMA team, including engineers and technicians.
• Provide hands-on technical training through practical demonstrations, troubleshooting guidance, and direct support.
• Develop and maintain the technical proficiency needed to perform and demonstrate core testing and repair procedures.
• Ensure team members are properly trained and capable of performing their assigned technical responsibilities.
• Assist team members in resolving complex technical issues and improving their troubleshooting skills.
• Establish performance expectations, monitor team productivity, and identify opportunities for improvement.
• Promote a collaborative, accountable, and hands-on working environment.

4. RMA Process & Operations Management

• Manage the end-to-end RMA process, including request, approval, return, inspection, testing, repair or replacement, and closure.
• Oversee daily RMA operations to ensure efficient workflow and timely completion of repairs.
• Ensure service level agreements (SLAs), turnaround times, and quality requirements are met.
• Identify operational bottlenecks and implement process improvements.
• Coordinate staffing, workload distribution, and resources to support operational needs.
• Develop and maintain RMA procedures, work instructions, and operational standards.

5. Customer Support & Cross-functional Coordination

• Serve as the escalation point for complex RMA cases and critical customer issues.
• Coordinate with customers, distributors, and internal Sales teams regarding RMA status and technical concerns.
• Work closely with Taiwan Engineering, Quality, Logistics, and Manufacturing teams to resolve product and process issues.
• Provide technical explanations, failure analysis findings, and corrective action updates when necessary.
• Ensure timely communication and effective resolution of customer concerns.

6. Inventory & Asset Management

• Oversee returned product inventory, including repair, refurbishment, replacement, restocking, and scrapping.
• Ensure accurate inventory records and transaction tracking within ERP systems.
• Coordinate with Warehouse and Logistics teams to maintain efficient product flow.
• Monitor repair materials, spare parts, and equipment availability to support daily operations.

7. Performance Monitoring & Reporting

• Monitor key RMA performance indicators, including return volume, failure rates, repair turnaround time, repair costs, and team productivity.
• Prepare regular operational and technical reports for management.
• Analyze RMA data to identify recurring issues and opportunities for improvement.
• Implement improvements to enhance operational efficiency, repair quality, and customer satisfaction.

Qualifications

Required Qualifications

• Bachelor's degree in Engineering, Electronics, Computer Engineering, or a related technical field.
• Experience in RMA operations, technical service, hardware testing, troubleshooting, repair, or a related technical environment.
• Strong hands-on technical background with the ability to diagnose and resolve hardware-related issues.
• Experience using diagnostic tools, testing equipment, or related technical troubleshooting methods.
• Demonstrated willingness and ability to perform hands-on technical work in addition to management responsibilities.
• Experience leading, supervising, or providing technical guidance to engineers or technicians.
• Ability to learn new products, testing procedures, and repair methods and effectively train team members.
• Strong problem-solving, organizational, and communication skills.
• Ability to work effectively with cross-functional and international teams.

Preferred Qualifications

• Experience in electronics manufacturing, networking equipment, or related hardware industries.
• Experience with PCBA-level troubleshooting and repair.
• Familiarity with test engineering, failure analysis, root cause analysis, and repair processes.
• Experience with RMA workflows, ERP systems, or inventory management.
• Knowledge of quality improvement methodologies and process optimization.
• Previous experience managing an RMA, repair, engineering, or technical service team.

Expectations for This Role

This position requires a balance of technical expertise, hands-on execution, and team leadership.

The RMA Manager is expected to actively participate in daily technical operations rather than focusing exclusively on supervision, reporting, or communication.

• The successful candidate must be willing to learn and perform core Process/Test Engineering and Repair Engineering activities, lead by example, and provide practical technical training to support the development of the RMA team.
• Medical, Dental, and Vision Insurance
• Life, AD&D, Voluntary Short-Term Disability, and Long-Term Disability insurance