RMA Manager

Epc Power•Poway, CA

11h

About The Position

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

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

Responsibilities

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
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
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