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Qualifications:

• Bachelor's degree in Mechanical Engineering, Thermal Engineering, or related technical discipline
• Minimum of 5+ years of experience in RMA management, customer support, or operations within 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 ability to perform root cause analysis and drive corrective actions
• Excellent communication, organizational, and interpersonal skills with ability to collaborate across cross-functional teams
• Ability to manage multiple priorities in fast-paced environment and perform effectively under pressure
• Knowledge of failure analysis methodologies and tools (8D, Fishbone/Ishikawa, FMEA)
• Understanding of product lifecycle management and warranty cost control strategies
• Strong data analysis skills with proficiency in Excel, Power BI, or similar platforms
• Ability to interpret technical drawings, specifications, and test reports
• Mandarin proficiency preferred

Responsibilities:

• Oversee end-to-end RMA process from request initiation through final disposition and develop, implement, and continuously improve RMA policies, procedures, and workflows
• Ensure timely processing of returns, exchanges, and warranty claims in line with SLAs to minimize customer downtime
• Lead root cause analysis of returned products, drive corrective and preventive actions (CAPA), and ensure accurate tracking and documentation
• Lead and develop RMA team including hiring, training, and performance management, and collaborate with Quality Assurance, Supply Chain, Technical FAE, Factory, and R&D teams
• Manage and optimize reverse logistics, drive cost reduction initiatives, improve customer satisfaction, and support new product introductions