Customer Service & RMA Operations Manager

Aces Fuel Injection is hiring a Customer Service & RMA Operations Manager to lead and improve the operating structure behind customer service, technical support, RMA workflow coordination, returns/refunds, exchanges, chargebacks, customer-experience recovery, field-quality feedback, and cross-functional issue follow-through.

This is not a basic call center manager role. We are looking for a systems-oriented operations leader who can build disciplined processes, improve support quality, strengthen documentation, manage escalation workflows, and create measurable accountability across customer-facing operations.

Because our products are technical, installation-sensitive, and support-intensive, this role is critical to customer trust, brand reputation, repeat business, dealer/installer confidence, product-quality feedback, and long-term customer success.

The primary mission of this role is to build a disciplined, measurable, and scalable customer service and RMA operation that improves customer confidence, reduces repeat support issues, strengthens product-quality feedback, and creates a closed-loop feedback process between Customer Service, Technical Support, RMA Testing, R&D, Quality, Warehouse, Finance, Marketing, Production/Manufacturing, and leadership.

Lead the customer service and technical support team by establishing daily priorities, workflows, escalation paths, accountability standards, communication expectations, and performance goals.

Develop and enforce structured troubleshooting workflows for EFI systems, ECUs, handhelds/pro dashes, wiring harnesses, throttle bodies, fuel delivery, ignition-related issues, software/firmware updates, and installation-related concerns.

Oversee RMA gatekeeping, warranty review, returns/refunds, exchanges, chargebacks, inspection findings, customer communication, and policy-based customer resolution decisions.

Coordinate RMA testing priorities, aging reports, customer status updates, testing notes, warranty evaluations, replacement recommendations, policy-based customer resolution decisions, and outbound customer communication.

Own the RMA-to-quality feedback process by ensuring returned products and customer-reported failures are properly documented, classified, and escalated when they indicate potential product quality, hardware, software, manufacturing, supplier, or production issues.

Track RMA defect trends by product type, component, serial number, batch number, firmware/software version, failure mode, customer installation condition, and repeat issue pattern.

Create, improve, and enforce SOPs for customer service, technical support, RMA issuance, returns/refunds, chargeback documentation, escalations, public complaint handling, follow-up, and internal documentation.

Build training systems, QA scorecards, knowledge-base content, troubleshooting guides, installation checklists, customer scripts, and customer-facing documentation based on repeat support issues, RMA findings, and field-quality trends.

Build and maintain weekly dashboards for response times, ticket backlog, RMA aging, QA scores, training completion, repeat RMA rate, no-issue RMA rate, confirmed defect rate, damaged/customer misuse rate, recurring failure modes, serial/batch trends, quality escalation status, corrective-action follow-up status, refund trends, chargeback trends, and public complaint response.

Own escalated customer cases, unresolved support issues, repeat RMA cases, negative public feedback, dealer/installer escalations, and sensitive customer situations requiring professional recovery and follow-through.

5 years of experience in customer service operations, technical support operations, warranty, RMA, service operations, customer operations, or a related field.

2 years of experience managing a team or directly leading customer-facing operations, technical support, warranty/RMA, or service operations staff.

Proven experience building or improving SOPs, training systems, QA scorecards, KPIs, dashboards, escalation workflows, and support documentation.

Experience supporting technical, physical, or installation-sensitive products where customer issues require troubleshooting, evidence collection, issue classification, and cross-functional resolution.

Strong written communication skills, including clear customer updates, internal notes, escalation summaries, documentation, and policy-based explanations.

Strong spreadsheet, reporting, dashboard, and process-improvement skills.

Comfort using customer service platforms, CRM/helpdesk systems, order-management systems, shared trackers, dashboards, and reporting tools.

Ability to work primarily on-site in the Chattanooga, TN area.

Experience in automotive aftermarket, EFI, performance automotive, electronics, powersports, manufacturing support, technical product support, or similar technical customer-facing environments.

Experience managing warranty claims, RMA testing workflows, product returns, refund policies, exchange decisions, chargeback documentation, or customer recovery processes.

Experience using RMA, warranty, or field-failure data to identify product quality trends, recurring defect patterns, production issues, supplier issues, or engineering improvement opportunities.

Experience creating troubleshooting guides, installation checklists, customer scripts, training materials, customer-facing documentation, or video-training topics.

Ability to understand or learn technical discussions involving ECUs, wiring harnesses, firmware/software updates, sensors, throttle bodies, fuel pressure, ignition/no-spark issues, voltage/grounding, and installation/configuration variables.

$90,000–$110,000 base salary, plus eligibility for a performance-based bonus based on operational performance, customer service quality, RMA process discipline, training, QA, product-quality feedback, and customer experience improvement results.

Aces Fuel Injection, Inc. is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.