RMA Supervisor

The RMA Supervisor oversees the daily operations of the Return Material Authorization (RMA) department, ensuring efficient processing of returned products, accurate troubleshooting and repair, and compliance with company standards. This role manages a team of RMA technicians and coordinators, provides technical guidance, and drives continuous improvement in reverse logistics and repair operations. The supervisor interfaces with customers, supply chain, and engineering teams to resolve issues and optimize service delivery. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Duties and Responsibilities

• Team Leadership & Supervision
  • Supervise and coordinate day-to-day activities of the RMA team, including receipt, inspection, repair, and return of customer products.
  • Provide leadership, training, mentoring, and performance evaluation for RMA team members.
  • Assign work, set priorities, and ensure team members have the necessary skills and resources to perform their roles.
  • Foster a culture of safety, organization, and continuous improvement in the RMA work area.

• RMA Process Management
  • Oversee the end-to-end RMA process: receiving, documenting, troubleshooting, repairing, and returning products.
  • Ensure timely and accurate processing of RMA requests, including proper documentation and tracking in internal systems.
  • Maintain accurate inventory control for returned products, spare parts, and replacements.
  • Track RMA progress, monitor key performance indicators (KPIs) such as turnaround time, accuracy, and customer satisfaction.
  • Finalize RMA paperwork and coordinate with accounting for repair estimates and billing.

• Technical Oversight
  • Operate and oversee use of electronic test equipment for diagnostics and repairs.
  • Ensure team proficiency in reading and interpreting complex schematics, wiring diagrams, work orders, and test instructions.
  • Analyze and interpret test data to ensure results meet specifications.
  • Troubleshoot, diagnose, and resolve equipment malfunctions; perform and supervise repairs as needed.
  • Prepare and maintain technical notes and records.

• Customer & Cross-Functional Collaboration
  • Interface with customer personnel to resolve technical issues and provide scheduled site installation and support.
  • Collaborate with supply chain, engineering, and quality teams to identify and resolve recurring product issues.
  • Communicate regularly with management and other departments regarding RMA status, trends, and improvement opportunities.

• Continuous Improvement
  • Support and lead process improvement initiatives to enhance efficiency, reduce costs, and improve customer satisfaction.
  • Monitor and enforce compliance with company standards, warranty policies, and industry regulations.
  • Conduct quality audits, root cause analyses, and process monitoring.

Minimum Job Requirements

• Associate or Bachelor's degree in Business, Operations Management, Electronics, or related technical field preferred; equivalent experience considered.
• 3-5 years of experience in RMA operations, repair services, or reverse logistics, with at least 1-2 years in a leadership or supervisory role.
• Strong understanding of RMA processes, warranty policies, and product return workflows.
• Proficiency in ERP or RMA management systems (SAP experience preferred).
• Excellent organizational, communication, and problem-solving skills.
• Ability to collaborate effectively with cross-functional teams.
• Physical ability to lift up to 50 pounds and work in a hectic, noisy environment.

Additional Information

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities, and requirements may change over time and according to business need.

Cubic Pay Range:

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.