Key ResponsibilitiesThe Product Sustaining Engineer/RMA Thermal and Cooling Engineer is responsible for overseeing the Return Material Authorization (RMA) process, ensuring timely and efficient handling of returned products. This includes verification of warranty claims, coordination of repairs, upgrades, and replacements, and communication with customers and internal teams. The role involves analyzing failure data, ensuring compliance with company standards, and maintaining a high level of customer satisfaction.
- RMA Management: Process RMA requests, verify warranty status, and assign RMA numbers. Coordinate the shipment of defective units to repair facilities and manage the return of repaired units to customers. Ensure compliance with customer-specific requirements and Delta RMA processes.
- Repair and Testing Coordination: Collaborate with repair facilities to ensure prompt and accurate repair or replacement of returned units. Oversee functional testing of repaired units to ensure quality and compliance with specifications.
- Customer Support and Communication: Serve as the primary point of contact for RMA-related queries from customers and internal teams. Provide clear shipping instructions and coordinate with logistics for transportation and customs clearance.
- Failure Analysis and Reporting: Collect and analyze field failure data, including defect descriptions, environmental conditions, and application details. Work with QA and R&D teams to identify root causes and recommend corrective actions.
Process Improvement: Evaluate and enhance RMA workflows to improve efficiency and reduce turnaround times. Contribute to the development of training materials and standard operating procedures for the RMA process
Minimum Qualifications- Bachelor's degree in Engineering, Quality Management, or a related field.
- 3+ years of experience in RMA processes, quality assurance, or a related area in the electronics or power solutions industry.
- Familiarity with RMA processes, including warranty verification, repair coordination, and failure analysis.
- Proficiency in data collection and reporting tools.
- Understanding of Data Center and Power Electronics, Thermal, and Cooling systems.
- Excellent communication and customer service skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Familiarity with global shipping and customs clearance procedures.
- Knowledge of quality standards and certifications (e.g., ISO 9001).
- Willingness to travel occasionally to repair sites or customer locations.
Preferred Qualifications- Background in Data Centers
- Familiarity with global shipping and customs clearance procedures
- Knowledge of quaility standars and certifications i.e ISO 9001
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