Sr. Engineer - Product

Employee Magnets; Fort Worth (TX); On-site; USD 85,000 - 105,000; Full time

Job summary

A leading engineering company in Fort Worth is seeking a Senior Product Engineer to manage the RMA process and communicate with customers and stakeholders. Key responsibilities include overseeing the RMA service, conducting failure analysis, and ensuring compliance with quality standards. The ideal candidate has a Bachelor's degree in Engineering and 5 years of experience in product engineering or RMA management. Strong problem-solving and communication skills are essential for success in this role.

Qualifications

• 5 years of experience in product engineering or RMA management.
• Ability to convey technical information to varied audiences.
• Experience in customer-facing roles handling technical inquiries.

Responsibilities

• Oversee the RMA process ensuring adherence to SLAs.
• Analyze returned products to determine root causes.
• Serve as the primary contact for customers regarding RMA inquiries.

Skills

Problem-solving techniques

Root cause analysis

Strong communication skills

Knowledge of ISO 9001

Continuous improvement methodologies

Education

Bachelor's degree in Electrical or Mechanical Engineering

Master's degree preferred

Job description

The Senior Product Engineer oversees the RMA (Return Merchandise Authorization) service 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

RMA Service Management

• 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

• Bachelors degree in Electrical Engineering, Mechanical Engineering, or a related field; Masters degree preferred.
• Five years of experience in product engineering, RMA management, or related roles.
• 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. Must be able to lift 25 pounds.