Regional RMA Manager - Americas

Hillenbrand • Whitewater, WI

3d

About The Position

The RMA Manager is responsible for overseeing the management and resolution of Return Merchandise Authorizations (RMAs) across the Americas region. As a key member of the Customer Service team, this role focuses on coordinating return processes, analyzing return data to identify trends and root causes, and driving continuous improvement initiatives to enhance product quality and customer satisfaction. The RMA Manager plays a vital role in ensuring compliance with regional and international standards, leveraging return insights to reduce costs, mitigate risks, and improve overall product reliability. The manager collaborates closely with engineering, quality, logistics, and other relevant teams to implement corrective and preventive actions, refine return procedures, and foster ongoing improvements that support customer loyalty and operational efficiency. Effective communication with customers regarding RMA processes, status updates, and resolutions is a critical aspect of this role. Work You’ll Do: Manage the end-to-end RMA process, ensuring timely and accurate handling of product returns, repairs, and replacements across the Americas. Communicate proactively and effectively with customers regarding RMA procedures, status updates, and resolutions to ensure high levels of customer satisfaction. Analyze return data to identify trends, root causes, and opportunities for product or process improvements. Collaborate with engineering, quality, logistics, and other relevant teams to resolve product issues identified through RMAs. Develop and implement policies, procedures, and workflows to streamline RMA operations and reduce return rates. Drive corrective and preventive actions based on return analysis to improve product quality and reduce recurrence of issues. Maintain documentation for audits, inspections, and continuous improvement initiatives. Provide regular reports on RMA trends, resolution metrics, cost analysis, and improvement initiatives to management. Team: This role will be part of the Customer Service team, working closely with cross-functional departments to enhance RMA processes and customer satisfaction.

Requirements

• Education in Engineering, Business Administration, or a related field.
• Proven experience in RMA management, product returns, or related quality roles, ideally in mechanical engineering or machinery industries.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication skills in English.
• Ability to work under pressure and manage multiple priorities across regions.
• Strong project management skills and experience coordinating cross-departmental initiatives.
• Willingness to work in international or cross-cultural environments.

Nice To Haves

• Experience with international logistics and compliance standards.
• Knowledge of quality management systems and continuous improvement methodologies.
• Ability to adapt to changing priorities and work effectively in a dynamic environment.

Responsibilities

• Manage the end-to-end RMA process, ensuring timely and accurate handling of product returns, repairs, and replacements across the Americas.
• Communicate proactively and effectively with customers regarding RMA procedures, status updates, and resolutions to ensure high levels of customer satisfaction.
• Analyze return data to identify trends, root causes, and opportunities for product or process improvements.
• Collaborate with engineering, quality, logistics, and other relevant teams to resolve product issues identified through RMAs.
• Develop and implement policies, procedures, and workflows to streamline RMA operations and reduce return rates.
• Drive corrective and preventive actions based on return analysis to improve product quality and reduce recurrence of issues.
• Maintain documentation for audits, inspections, and continuous improvement initiatives.
• Provide regular reports on RMA trends, resolution metrics, cost analysis, and improvement initiatives to management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees