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SMS INFOCOMM CORPORATION

Sr. Engineer - Product

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Job Summary:

The Senior Product Engineer oversees the RMA (Return Merchandise Authorization) service operation while also managing communication with customers and project stakeholders. This role plays a crucial part in ensuring the smooth handling of product returns, identifying root causes of issues, and implementing effective solutions. The ability to communicate technical information clearly and manage relationships is essential for success in this position.

Essential Duties and Responsibilities include the following. Other duties not listed may be assigned.

Key Responsibilities:

  • RMA Service Management:
    • Oversee the RMA process from initiation through resolution, ensuring adherence to service level agreements (SLAs).
    • Analyze returned products to determine root causes of failures or defects.
    • Collaborate with cross-functional teams to implement corrective actions and preventive measures.
  • Technical Expertise:
    • Utilize technical knowledge to diagnose product issues and propose appropriate solutions.
    • Conduct failure analysis and provide detailed reports to stakeholders.
    • Drive continuous improvement initiatives to enhance product reliability and customer satisfaction.
  • Customer and Stakeholder Communication:
    • Serve as the primary point of contact for customers regarding RMA inquiries and escalations.
    • Communicate effectively with internal teams, including customer service, engineering, and manufacturing, to address customer concerns promptly.
    • Provide regular updates to stakeholders on RMA status, trends, and improvement actions.
  • Quality Assurance:
    • Develop and maintain RMA process documentation, including procedures and work instructions.
    • Ensure compliance with quality standards and regulatory requirements throughout the RMA lifecycle.
    • Collaborate with quality assurance teams to implement corrective actions based on RMA data analysis.
  • Documentation and Reporting:
    • Generate comprehensive reports on RMA trends, including root cause analysis and corrective actions.
    • Document RMA findings and resolutions in a clear and concise manner.
    • Prepare presentations and participate in meetings to discuss RMA performance and improvement strategies.