Product Sustaining Engineer/RMA Engineer - Power

Key Responsibilities

• RMA Management: Process RMA requests, verify warranty status, and assign RMA numbers. Coordinate the shipment of defective units to repair facilities and manage the return of repaired units to customers. Ensure compliance with customer-specific requirements and Delta RMA processes.
• Repair and Testing Coordination: Collaborate with repair facilities to ensure prompt and accurate repair or replacement of returned units. Oversee functional testing of repaired units to ensure quality and compliance with specifications.
• Customer Support and Communication: Serve as the primary point of contact for RMA-related queries from customers and internal teams. Provide clear shipping instructions and coordinate with logistics for transportation and customs clearance.
• Failure Analysis and Reporting: Collect and analyze field failure data, including defect descriptions, environmental conditions, and application details. Work with QA and R&D teams to identify root causes and recommend corrective actions.
• Process Improvement: Evaluate and enhance RMA workflows to improve efficiency and reduce turnaround times. Contribute to the development of training materials and standard operating procedures for the RMA process.

Minimum Qualifications

• Bachelor’s degree in Engineering, Quality Management, or a related field.
• 3+ years of experience in RMA processes, quality assurance, or a related area in the electronics or power solutions industry.
• Familiarity with RMA processes, including warranty verification, repair coordination, and failure analysis.
• Proficiency in data collection and reporting tools.
• Understanding of electronic components, PDU, PSU, UPS, and rack systems is a plus.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with global shipping and customs clearance procedures.
• Knowledge of quality standards and certifications (e.g., ISO 9001).
• Willingness to travel occasionally to repair sites or customer locations.

Preferred Qualifications

• Background in Data Centers
• Familiarity with global shipping and customs clearance procedures
• Knowledge of quality standards and certifications i.e ISO 9001