Product Sustaining / RMA Engineer

Job Title: Product Sustaining / RMA Engineer

Location: Plano, TX

Overview

We are seeking a Product Sustaining / RMA Engineer to support the end-to-end return material authorization (RMA) process for hardware products. This role focuses on managing returned units, coordinating repairs, analyzing failure trends, and ensuring timely resolution to maintain high customer satisfaction and operational efficiency.

Key Responsibilities

• Manage the full RMA lifecycle, including intake, validation, tracking, and closure of returned products
• Verify warranty status and determine appropriate resolution (repair, replacement, or return)
• Coordinate with internal repair teams and external vendors to ensure timely and accurate product repair
• Oversee testing and validation of repaired units to ensure quality standards are met
• Act as the primary point of contact for RMA-related inquiries from customers and internal stakeholders
• Collect and analyze failure data from returned products to identify trends and recurring issues
• Collaborate with engineering and quality teams to support root cause identification and corrective actions
• Maintain accurate records of RMA activities, repairs, and resolutions using internal systems
• Support continuous improvement of RMA processes to reduce turnaround time and improve efficiency
• Assist with logistics coordination, including shipment of returned and repaired units

Required Qualifications

• Bachelor s degree in Engineering, Quality, or a related field (or equivalent experience)
• 3+ years of experience in RMA processes, product support, repair operations, or a related function
• Hands-on experience with hardware troubleshooting, repair coordination, or refurbishment workflows
• Familiarity with warranty processes, returns handling, and product lifecycle support
• Strong analytical and problem-solving skills
• Excellent communication skills with the ability to interact with customers and cross-functional teams
• Experience working with tracking systems, ticketing tools, or ERP platforms

Preferred Qualifications

• Experience working with electronic or hardware products (e.g., servers, devices, power systems)
• Knowledge of quality standards such as ISO 9001
• Exposure to logistics, shipping, or supply chain processes
• Experience in high-volume repair or refurbishment environments

Key Competencies

• Strong attention to detail and organizational skills
• Ability to manage multiple tasks in a fast-paced environment
• Customer-focused mindset
• Cross-functional collaboration
• Process improvement orientation

Summary

This role is ideal for someone with a strong background in hardware repair, RMA operations, or product support who enjoys working at the intersection of technical troubleshooting, customer interaction, and operational coordination.