Now Hiring: Quality Engineer – RMA Program Manager (Electronics Manufacturing)

Job Type: Permanent (direct to company)

Location: *On-site* - Andover, MA

We seek a highly technical, customer-focused Quality Engineer to oversee and enhance our client's Return Merchandise Authorization (RMA) program.

In this role, you’ll be the primary point of contact for customer-returned products, driving timely processing, failure analysis, and root cause investigation—all while ensuring high standards of product quality and customer satisfaction.

Key Responsibilities:

• Review and process customer RMA requests, determine eligibility, and generate RMA numbers based on company policies.
• Manage the full RMA lifecycle: product returns, tracking, resolution, and communication with customers.
• Serve as a technical liaison between customers, engineering, and manufacturing teams to evaluate return issues.
• Guide engineers in failure analysis and helps prepare technical reports for customer-facing issues.
• Publish and maintain RMA metrics reports, including cycle time and PPM (parts per million)
• Collaborate with internal teams to implement corrective and preventive actions (CAPA) for recurring quality issues.
• Support data mining, trend analysis, and quality improvement initiatives across the factory and technical operations.
• Coordinate RMA-related objectives with production and quality teams to reduce cost and improve customer outcomes.

Qualifications:

• Bachelor’s degree in a technical discipline (BSEE preferred but not required)
• 5–10 years of experience in electronics manufacturing, preferably in a failure analysis or technical quality role
• Strong background in RMA processing, failure investigation, and customer-facing quality support
• Exceptional organizational skills and the ability to manage multiple ongoing technical projects
• Proficient communicator with the ability to collaborate cross-functionally across engineering, production, and customer support teams

This is an excellent opportunity to play a strategic role in customer quality assurance, directly impacting product improvement and customer satisfaction.

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