Senior Product Engineer

Site; Fort Worth (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Method360 is seeking a Senior Product Engineer to oversee the RMA service and manage communications with customers and stakeholders. This role centers on ensuring smooth returns handling, root-cause analysis, and driving corrective actions for product reliability.

The position requires a strong technical background, proven problem-solving skills, and the ability to coordinate with engineering, manufacturing, and service teams to meet SLAs and improve customer satisfaction.

Qualifications

• Bachelor's degree in Electrical or Mechanical Engineering (Master's preferred).
• Five years of experience in product engineering, RMA management, or related roles.

Responsibilities

• Oversee the RMA process from initiation through resolution, ensuring SLAs.
• Analyze returned products to determine root causes of failures or defects.
• Collaborate with cross-functional teams to implement corrective actions and preventive measures.
• Communicate with customers and stakeholders; provide updates and prepare reports.

Skills

Root cause analysis

Technical communication

Cross-functional collaboration

Customer-facing communication

Problem solving

Education

Bachelor's degree in Electrical/Mechanical Engineering

Master's degree preferred

Tools

ISO 9001

Six Sigma

Job description

Are you interested in solving the challenges of the world but find yourself doing basic deployments over and over, instead?

At Method360 we are looking for professionals with advanced skills who take a multidisciplinary approach to solving the world's greatest problems through technology and social psychology.

Location: Fort Worth Alliance, Texas, United States

Travel: No

Sponsorship: No

** Please note this position requires US Citizenship or Green Card status. **Visa sponsorship is unavailable at this time.

**OPT EAD or STEM EAD sponsorship is unavailable at this time.**

Job Description:

The Senior Product Engineer oversees the RMA (Return Merchandise Authorization) service operation while also managing communication with customers and project stakeholders. This role plays a crucial part in ensuring the smooth handling of product returns, identifying root causes of issues, and implementing effective solutions. The ability to communicate technical information clearly and manage relationships is essential for success in this position.

Key Responsibilities Include, Not Limited To:

• Oversee the RMA process from initiation through resolution, ensuring adherence to service level agreements (SLAs).
• Analyze returned products to determine root causes of failures or defects.
• Collaborate with cross-functional teams to implement corrective actions and preventive measures.

Technical Expertise:

• Utilize technical knowledge to diagnose product issues and propose appropriate solutions.
• Conduct failure analysis and provide detailed reports to stakeholders.
• Drive continuous improvement initiatives to enhance product reliability and customer satisfaction.

Customer and Stakeholder Communication:

• Serve as the primary point of contact for customers regarding RMA inquiries and escalations.
• Communicate effectively with internal teams, including customer service, engineering, and manufacturing, to address customer concerns promptly.
• Provide regular updates to stakeholders on RMA status, trends, and improvement actions.

Quality Assurance:

• Develop and maintain RMA process documentation, including procedures and work instructions.
• Ensure compliance with quality standards and regulatory requirements throughout the RMA lifecycle.
• Collaborate with quality assurance teams to implement corrective actions based on RMA data analysis.

Documentation and Reporting:

• Generate comprehensive reports on RMA trends, including root cause analysis and corrective actions.
• Document RMA findings and resolutions in a clear and concise manner.
• Prepare presentations and participate in meetings to discuss RMA performance and improvement strategies.

Qualifications:

Education and/or Experience:

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, or a related field; Master's degree preferred.
• Five years of experience in product engineering, RMA management, or related roles.

Essential Skills but not Limited:

• Proficiency in problem-solving techniques and root cause analysis methodologies.
• Strong communication skills with the ability to convey technical information to both technical and non-technical audiences.
• Experience in customer-facing roles, handling technical inquiries, and managing customer expectations.
• Knowledge of quality management systems (ISO 9001, Six Sigma) and continuous improvement methodologies.

Working Conditions Must be able to tolerate moderate to high noise levels in a warehouse environment. Office and outside environmental conditions found in the warehouse, hot in the summer, cold in the winter. Individuals may need to walk for an extensive period of time while working and walking the facilities; to reach over shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement. Requires physical ability to lift 25 pounds.