RMA Support Engineer III

Innoflight LLC • San Diego, CA

5d • $110,000 - $135,000 • Onsite

About The Position

The RMA Support Engineer III plays a critical role in ensuring customer satisfaction and product quality by managing the evaluation, processing, and resolution of customer returns, product failures, and warranty claims. Acting as a key liaison between customers and cross-functional teams—including Quality, Manufacturing, Engineering, Operations, Supply Chain, and Program Management—this position drives timely root cause investigations, corrective actions, and continuous improvement initiatives. Success in this role requires strong technical troubleshooting capabilities, effective stakeholder communication, and the ability to thrive in a fast-paced environment supporting advanced hardware and software products.

Requirements

• Bachelor’s degree in Engineering or related technical field preferred; equivalent experience may be considered.
• 5 or more years of cross-functional experience in Manufacturing, Quality, Engineering, Operations, Supplier Management, and/or Program/Product Management.
• Strong analytical, troubleshooting, and problem-solving skills with exceptional attention to detail.
• Experience performing technical investigations, failure analysis, and corrective action activities.
• Demonstrated ability to lead initiatives, facilitate cross-functional collaboration, and drive issues to resolution.
• Effective written and verbal communication skills, including the ability to present technical findings to customers and internal stakeholders.
• Experience within the aerospace, defense, electronics manufacturing, or other highly regulated industries preferred.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Proficiency with Microsoft Office tools and technical reporting.
• Ability to obtain and maintain a U.S. Security Clearance.

Nice To Haves

• Technical Problem Solving: Investigating complex hardware and software failures, identifying root causes, and driving effective corrective actions.
• Cross-Functional Collaboration: Working across multiple departments to coordinate activities, resolve issues, and meet customer commitments.
• Data Analysis and Reporting: Organizing technical information, identifying trends, and communicating findings through clear, concise reports and presentations.
• Process Improvement: Evaluating existing workflows and implementing enhancements that improve efficiency, quality, and customer satisfaction.

Responsibilities

• Manage RMA Activities: Review, process, and coordinate Return Material Authorization (RMA) activities, ensuring timely disposition of returned products and adherence to customer expectations.
• Perform Failure Analysis: Conduct technical assessments, troubleshooting, and diagnostic activities on returned hardware and software products, including unit-level and Printed Circuit Board Assembly (PCA)-level investigations.
• Drive Root Cause Resolution: Partner with Engineering, Quality, and Operations teams to identify root causes, support corrective and preventive actions, and verify effectiveness of implemented solutions.
• Serve as Customer Liaison: Communicate RMA status, failure analysis results, corrective actions, and repair updates to customers and internal stakeholders through professional reports and technical summaries.
• Analyze Trends and Improve Processes: Monitor recurring failures and defect trends, develop metrics and reports for management, and recommend process improvements to enhance product quality and RMA efficiency.
• Support Cross-Functional Initiatives: Collaborate with Program Management, Manufacturing, Supply Chain, and Engineering teams to expedite critical customer returns and support organizational quality objectives.

Benefits

• Profit-Sharing Bonus
• Cash Performance Bonus
• 401(k) with 3% company match (automatic enrollment)
• Comprehensive medical, dental, vision, HSA & life insurance
• 10 paid holidays + 120 hours PTO (starting in year one)
• Access to ancillary benefits such as critical illness, accident, disability, legal and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior