The RMA Manager is responsible for leading and continuously improving EPC Power's customer-facing returns, repairs, and warranty processes. This role ensures a seamless, transparent, and efficient experience for customers throughout the full lifecycle of a return, repair, or replacement.
The RMA Manager partners cross-functionally to resolve customer issues, minimize downtime, and enhance overall service delivery. Success in this role is measured by responsiveness, repair cycle time, communication clarity, and customer satisfaction.
As EPC Power continues to scale-expanding its installed base and introducing new products-this role will support operations across multiple facilities, including sites in California and South Carolina.
Requirements
RMA Operations- Lead RMA operations to ensure timely, accurate, and customer-focused resolution of returns, repairs, and warranty claims
- Serve as the escalation point for critical RMAs, ensuring proactive and transparent communication with customers
- Own the end-to-end RMA lifecycle, from intake through return, ensuring a consistent and high-quality customer experience
Process Ownership & Cross-Functional Execution- Own and continuously improve RMA workflows to reduce turnaround time and eliminate process inefficiencies
- Partner with Customer Success, Engineering, Manufacturing, Supply Chain, Service, and Sales to resolve issues and prevent recurrence
- Manage warranty claims, documentation, invoicing, and logistics to ensure smooth execution across all stakeholders
Performance, Team Leadership & Infrastructure- Define and track KPIs (e.g., cycle time, backlog, repair yield, customer satisfaction) and drive continuous improvement initiatives
- Lead, develop, and support the RMA team, including hiring, training, and performance management
- Oversee RMA facility operations, including inventory, safety, and scalability to support business growth
- Manage ERP systems, documentation, and reporting to ensure accurate tracking and process visibility
Qualifications- 4+ years of experience in a manufacturing environment
- Ability to manage multiple projects and meet deadlines in a fast-paced environment
- Proven track record of leading cross-functional or multidisciplinary teams and driving decision-making
- Strong organizational skills with the ability to manage priorities and schedules effectively
- Excellent interpersonal skills with a strong customer service mindset
- Proactive approach to problem-solving and implementing effective solutions
- High attention to detail in documentation, reporting, and quality standards
- Adaptability to evolving priorities in a growth-oriented environment
- Commitment to safety and maintaining a safe work environment
- Strong analytical skills with the ability to identify trends in data and improve processes
- Proficiency in Microsoft Office and Google Workspace tools
Benefits- 401(k) with company matching
- Medical, dental, and vision insurance
- Disability and life insurance
- Flexible Spending Account (FSA)
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Tuition reimbursement
