Lead RMA Quality Specialist

Key Responsibilities and Duties

• Lead, direct, and organize the daily workflow of the RMA Quality team to ensure timely and accurate processing of all returns and inspections
• Serve as the primary point of escalation for team members on technical, process, or disposition questions
• Train new and existing team members on RMA processing procedures, quality inspection standards, and documentation requirements
• Maintain accurate records of all manufacturer return activities in Microsoft Dynamics Business Central
• Communicate status updates and escalate unresolved manufacturer return issues to the Distribution Center Manager
• Own the end-to-end manufacturer return process, including initiating returns, tracking shipments, managing documentation, and following up to resolution
• Identify trends in manufacturer returns and work cross-functionally with engineering and procurement to address root causes
• Oversee and perform processing of returned RMA packages in a timely and accurate manner
• Determine and approve appropriate disposition for returned devices: refurbishment, manufacturer warranty return, or recycling
• Configure refurbished devices for redeployment into GPS tracking applications
• Ensure proper handling, labeling, and storage of returned devices to maintain inventory accuracy and traceability
• Manage Samsung tablet warranty program, including evaluating returned tablets, determining warranty coverage, and coordinating returns to Samsung repair partner
• Test and diagnose hardware and software issues on returned and in-process devices
• Perform and oversee repairs, software and firmware updates, and full refurbishment of units
• Use electronic test equipment, hand tools, test fixtures, and computer workstations to perform and document testing
• Accurately log test results and track failure trends to support root cause analysis
• Review and validate team test results and documentation for accuracy and completeness
• Perform and lead first article inspections on sub-assemblies and finished goods to verify conformance with source control drawing specifications
• Document and report inspection findings, drive corrective actions to resolution, and monitor outcomes
• Ensure calibration and maintenance of all inspection equipment is performed on schedule
• Identify recurring quality issues and lead root cause analysis and process improvement efforts
• Maintain accurate and thorough records for all returns, repairs, inspections, and test results
• Write, review, and maintain work procedures and standard operating documentation for the RMA Quality function
• Communicate findings clearly in written and verbal form to management and cross-functional teams
• Ensure the team follows all housekeeping, safety, and quality compliance procedures

Knowledge, Skills, and Abilities

• High school diploma or equivalent required; AA degree or technical degree preferred
• Prior experience in a lead, senior, or team lead capacity preferred
• Experience troubleshooting complex hardware and software systems
• Strong computer hardware skills; proficiency in Microsoft Office (Excel, Word, Access)
• Working knowledge of Microsoft Dynamics Business Central or similar ERP/inventory system preferred
• Strong analytical skills and attention to detail
• Demonstrated ability to lead, organize, and motivate a team in a fast-paced environment
• Clear written and verbal communication skills with ability to escalate and document effectively
• Ability to work independently, prioritize competing tasks, and drive work to completion