RMA Coordinator

Position Summary

The RMA Coordinator is responsible for managing the return material authorization process for customer returns, field failures, customer complaints, and internal product concerns within a PCB assembly manufacturing environment. This role serves as the primary coordination point between customers, quality, production, test, engineering, materials, and shipping to ensure returned assemblies are received, documented, evaluated, tracked, and resolved in a timely and accurate manner.

The ideal candidate is highly organized, detail-oriented, and comfortable working in a fast-paced electronics manufacturing environment where traceability, communication, and follow-through are critical.

Key Responsibilities

Manage the full RMA process from initial customer request through closure.
Issue RMA numbers and maintain accurate records of customer returns.
Coordinate receipt, identification, labeling, and routing of returned PCB assemblies.
Verify returned product against customer documentation, purchase orders, serial numbers, work orders, and revision levels.
Enter and maintain RMA data in ERP, quality, or tracking systems.
Communicate with customers regarding RMA status, missing information, disposition, and expected timelines.
Coordinate with Quality, Test, Engineering, and Production teams to support failure analysis and root cause investigation.
Track returned assemblies through inspection, test, debug, rework, repair, replacement, or scrap disposition.
Ensure proper documentation of findings, corrective actions, and final disposition.
Support customer complaint documentation and assist with corrective action requests when required.
Coordinate with shipping and receiving for inbound returns and outbound repaired or replacement product.
Maintain organized RMA files, reports, photos, test results, and supporting documentation.
Monitor open RMAs and follow up with internal teams to prevent delays.
Help identify recurring failure trends and escalate concerns to Quality or Operations leadership.
Ensure compliance with company procedures, customer requirements, ESD controls, and applicable quality standards.

Required Qualifications

High school diploma or equivalent required; associate degree or technical training preferred.
2+ years of experience in manufacturing, quality, customer service, electronics, or RMA coordination preferred.
Experience in PCB assembly, electronics manufacturing, or contract manufacturing strongly preferred.
Strong attention to detail and documentation accuracy.
Ability to read basic work orders, part numbers, serial numbers, revision levels, and customer documentation.
Comfortable using ERP systems, spreadsheets, email, and document tracking tools.
Strong written and verbal communication skills.
Ability to coordinate across multiple departments and follow up consistently.
Ability to prioritize multiple open items in a fast-paced production environment.

Preferred Qualifications

Experience with PCBA test, debug, rework, inspection, or quality processes.
Familiarity with IPC standards, ESD handling, and electronics manufacturing terminology.
Experience supporting customer complaints, corrective actions, or failure analysis documentation.
Knowledge of traceability requirements for serialized assemblies.
Experience working in ISO 9001, AS9100, or other regulated manufacturing environments.

Physical Requirements

Ability to work in a manufacturing environment.
Ability to handle electronic assemblies using proper ESD precautions.
Ability to sit, stand, walk, and use a computer for extended periods.
Ability to occasionally lift boxes or returned materials up to 25 lbs.

Work Environment

This position operates in both an office and electronics manufacturing environment. The role requires regular interaction with production, quality, test, engineering, shipping, receiving, and customer-facing teams. Proper ESD procedures and safety requirements must be followed when handling customer product or entering production areas.

Success Measures

RMAs are opened, tracked, and closed accurately and on time.
Customer communication is timely, clear, and professional.
Returned product is properly identified, documented, and routed.
RMA status is visible and current.
Repeat issues and failure trends are escalated quickly.
Documentation supports customer, quality, and traceability requirements.