RMA Quality Engineer

Cooler Master USA; Fremont (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

Cooler Master USA is seeking an RMA Quality Engineer in Fremont, California to manage and enhance the product return process. You will perform root cause analysis, communicate with customers, and collaborate with various teams to improve product quality and customer satisfaction. A Bachelor’s degree in Engineering and 3+ years of relevant experience are required. The position offers opportunities to work on corrective actions and participate in comprehensive quality improvement initiatives.

Qualifications

• 3+ years of experience in quality, reliability, or failure analysis.
• Experience with RMA handling or customer returns.
• Strong analytical and problem-solving skills.

Responsibilities

• Own end-to-end RMA process (intake, tracking, disposition, reporting).
• Perform root cause analysis on returned products using various tools.
• Drive corrective actions with cross-functional teams.

Skills

Root cause analysis

Data analysis (Excel, Minitab, JMP)

Technical report writing

Project management

Education

Bachelor’s degree in Engineering (Mechanical, Electrical, Materials, or related field)

Tools

ERP/MES systems (SAP, Oracle, etc.)

FA tools (X-ray, CT scan, thermal analysis, microscopy)

Job description

Position Summary

The RMA Quality Engineer is responsible for managing and improving the product return process, performing failure analysis, and driving corrective actions to enhance product quality and customer satisfaction. This role acts as a bridge between customers, manufacturing, engineering, and suppliers.

Key Responsibilities

RMA Process Management

• Own end-to-end RMA process (intake, tracking, disposition, reporting)
• Ensure timely evaluation and closure of returned products
• Maintain RMA database and generate regular reports (trend, failure rate, turnaround time)

Failure Analysis (FA)

• Perform root cause analysis on returned products using tools like:
• 5 Whys
• Fishbone (Ishikawa)
• Fault tree analysis
• Coordinate advanced FA (X‑ray, CT scan, SEM, etc.) when needed
• Document detailed FA reports with clear conclusions

Corrective & Preventive Actions (CAPA)

• Drive corrective actions with cross‑functional teams (Design, Manufacturing, Supplier Quality)
• Track effectiveness of corrective actions
• Prevent recurrence of issues in production and field

Customer Interface

• Communicate technical findings and status updates to customers
• Support customer complaints and quality escalations
• Participate in customer calls and audits when required
• Analyze RMA trends (by product, failure mode, region, customer)
• Identify systemic issues and drive improvement projects
• Support reliability improvement and yield enhancement initiatives

Cross‑functional Collaboration

• Work with:
  • Manufacturing Quality Engineering (process issues)
  • Design Quality Engineering (design flaws)
  • Supplier Quality Engineer (vendor‑related failures)
  • Support NPI (New Product Introduction) with lessons learned from RMA

Documentation & Compliance

• Maintain FA reports, 8D reports, and quality records
• Ensure compliance with quality standards (ISO 9001, IPC, etc.)
• Support audits and internal quality reviews

Required Qualifications

• Bachelor’s degree in Engineering (Mechanical, Electrical, Materials, or related field)
• 3+ years of experience in quality, reliability, or failure analysis
• Experience with RMA handling or customer returns
• Strong analytical and problem‑solving skills

Preferred Qualifications

• Experience in electronics, data center hardware, or manufacturing industry
• Familiar with FA tools (X‑ray, CT scan, thermal analysis, microscopy)
• Knowledge of statistical tools (SPC, Cp/Cpk)
• Experience with ERP/MES systems (SAP, Oracle, etc.)
• Six Sigma (Green Belt or above) is a plus
• Bilingual at English and Mandarin is a plus

Key Skills

• Root cause analysis
• Data analysis (Excel, Minitab, JMP)
• Technical report writing
• Project management

We are an E.E.O. employer.