Return Merchandise Authorization Manager

Position Overview

The RMA Manager leads the end-to-end Return Merchandise Authorization (RMA) process, ensuring timely, accurate, and cost-effective handling of returns, exchanges, and warranty claims. This role is responsible for developing and optimizing RMA policies and procedures, collaborating with cross-functional teams to drive root cause resolution, improve product quality, and enhance customer satisfaction while minimizing financial impact and material loss.

Key Responsibilities and Accountabilities

• Oversee the end-to-end RMA process, from request initiation through final disposition.
• Develop, implement, and continuously improve RMA policies, procedures, and workflows.
• Ensure timely processing of returns, exchanges, and warranty claims in line with service level agreements (SLAs) to minimize customer downtime and operational impact.
• Lead root cause analysis of returned products and drive corrective and preventive actions (CAPA).
• Ensure accurate tracking, documentation, and traceability of all returned units and components.
• Lead and develop the RMA team, including hiring, training, and performance management.
• Collaborate with the Quality Assurance, Supply Chain, Technical FAE, Factory and R&D to investigate product defects or issues.
• Manage and optimize reverse logistics, including transportation, receiving, and disposition.
• Drive cost reduction initiatives related to returns, repairs, scrap, and warranty exposure.
• Improve customer satisfaction through proactive communication and rapid issue resolution.
• Support new product introductions by establishing RMA readiness and feedback loops for design improvements.
• Drive continuous improvement using Lean, Six Sigma, or similar methodologies to enhance process efficiency and product reliability.
• Collaborate with suppliers and vendors on return-to-vendor (RTV) processes and warranty claims.

Qualifications

• Bachelor’s degree in Mechanical Engineering, Thermal Engineering, or a related technical discipline.
• Minimum of 5 years of experience in RMA management, customer support, or operations within a manufacturing or technical environment.
• Solid understanding of warranty management, supply chain operations, reverse logistics, and mechanical/thermal systems.
• Proficiency in ERP or RMA systems (e.g., SAP) with strong data tracking and reporting capabilities.
• Strong analytical and problem-solving skills, with the ability to perform root cause analysis and drive corrective actions.
• Excellent communication, organizational, and interpersonal skills, with the ability to collaborate effectively across cross-functional teams, external partners, and customers.
• Ability to manage multiple priorities in a fast-paced environment and perform effectively under pressure.
• Knowledge of failure analysis methodologies and tools (e.g., 8D, Fishbone/Ishikawa, FMEA).
• Understanding of product lifecycle management and warranty cost control strategies.
• Strong data analysis skills with proficiency in tools such as Excel, Power BI, or similar platforms.
• Ability to interpret technical drawings, specifications, and test reports.
• Detail-oriented and meticulous, with a commitment to accuracy and quality in all tasks.
• Fluency in English required; Mandarin proficiency is preferred.

For more information, please visit https://www.coolermastercorp.com/#/

Disclaimer

Our goal is to be a recognized leader in the industry while providing a great workplace for employees. Please note the job descriptions are intended to describe the general nature and level of work being performed by people assigned to the position. They do not cover all the details of skills, duties, or responsibilities required for the position. Thus, they are not to be construed as an exhaustive list of all skills, duties, and responsibilities required for personnel. All personnel may be required to perform duties outside of their normal responsibilities as instructed by management. Skills, duties, and responsibilities may change at any time with or without notice. We are an E.E.O. employer