Customer Service (RMA) Manager

Mercury Systems•Torrance, CA

12h•Onsite

About The Position

Mercury Systems is seeking an experienced and driven RMA (Return Material Authorization) Manager to lead our customer returns, repair, and service operations at our Torrance, CA facility. This role is critical in ensuring world-class customer support, operational excellence, and compliance within a high reliability aerospace and defense environment. The ideal candidate brings strong leadership, technical understanding, and a passion for improving processes that directly impact customer satisfaction.

Requirements

Bachelor’s degree in Engineering, Operations, Business, or related field. Would also consider equivalent years of hands-on experience in lieu of a degree.
Typically requires a minimum of 5 years of experience in RMA, repair depot, service operations, or product support.
Proven leadership experience managing teams in a fastpacked technical environment.
Strong understanding of root cause analysis, failure investigation, and quality systems.
Excellent communication, customer facing, and cross functional collaboration skills.
Working knowledge of ERP/MRP systems and service management tools.
Must be able to obtain a clearance.

Nice To Haves

Experience with AS9100, ISO9001, and defense industry compliance requirements.
Background in aerospace, defense, or high reliability electronics.
Background in RF/microwave systems, or mission critical hardware.
Familiarity with ITAR/EAR regulations.
Active clearance preferred.

Responsibilities

Oversee the end-to-end RMA lifecycle, including intake, evaluation, repair, testing, documentation, and return shipment.
Ensure all RMA activities meet internal quality standards, customer requirements, and regulatory obligations.
Develop and maintain RMA policies, workflows, and performance metrics.
Serve as the primary point of contact for RMA related customer communications.
Partner with Quality, Engineering, Program Management, Supply Chain, and Manufacturing to resolve technical issues and drive corrective actions.
Provide timely updates to internal stakeholders and customers on RMA status, root cause findings, and repair outcomes.
Lead and mentor a team of RMA coordinators, technicians, and support staff.
Establish clear performance expectations and foster a culture of accountability, continuous improvement, and customer focus.
Ensure adequate staffing, training, and resource planning to meet service-level commitments.
Track and analyze RMA trends, turnaround times, failure modes, and cost drivers.
Drive process improvements using Lean, Six Sigma, or similar methodologies.
Prepare regular reports for leadership on RMA performance, risks, and improvement initiatives.
Ensure all RMA activities comply with AS9100, ISO standards, ITAR/EAR regulations, and Mercury Systems’ internal procedures.
Maintain accurate records, repair logs, test results, and traceability documentation.
Support audits and customer reviews as required.