Sr. Engineer - Product

SMS INFOCOMM CORPORATION

1d•Onsite

About The Position

The Senior Product Engineer oversees the RMA (Return Merchandise Authorization) service operation while also managing communication with customers and project stakeholders. This role plays a crucial part in ensuring the smooth handling of product returns, identifying root causes of issues, and implementing effective solutions. The ability to communicate technical information clearly and manage relationships is essential for success in this position.

Requirements

Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related field; Master’s degree preferred.
Five years of experience in product engineering, RMA management, or related roles.
Proficiency in problem-solving techniques and root cause analysis methodologies.
Strong communication skills with the ability to convey technical information to both technical and non-technical audiences.
Experience in customer-facing roles, handling technical inquiries, and managing customer expectations.
Knowledge of quality management systems (ISO 9001, Six Sigma) and continuous improvement methodologies.

Responsibilities

RMA Service Management: Oversee the RMA process from initiation through resolution, ensuring adherence to service level agreements (SLAs).
Analyze returned products to determine root causes of failures or defects.
Collaborate with cross-functional teams to implement corrective actions and preventive measures.
Technical Expertise: Utilize technical knowledge to diagnose product issues and propose appropriate solutions.
Conduct failure analysis and provide detailed reports to stakeholders.
Drive continuous improvement initiatives to enhance product reliability and customer satisfaction.
Customer and Stakeholder Communication: Serve as the primary point of contact for customers regarding RMA inquiries and escalations.
Communicate effectively with internal teams, including customer service, engineering, and manufacturing, to address customer concerns promptly.
Provide regular updates to stakeholders on RMA status, trends, and improvement actions.
Quality Assurance: Develop and maintain RMA process documentation, including procedures and work instructions.
Ensure compliance with quality standards and regulatory requirements throughout the RMA lifecycle.
Collaborate with quality assurance teams to implement corrective actions based on RMA data analysis.
Documentation and Reporting: Generate comprehensive reports on RMA trends, including root cause analysis and corrective actions.
Document RMA findings and resolutions in a clear and concise manner.
Prepare presentations and participate in meetings to discuss RMA performance and improvement strategies.