RMA Support Engineer III

The RMA Support Engineer III plays a critical role in ensuring customer satisfaction and product quality by managing the evaluation, processing, and resolution of customer returns, product failures, and warranty claims. Acting as a key liaison between customers and cross-functional teams-including Quality, Manufacturing, Engineering, Operations, Supply Chain, and Program Management-this position drives timely root cause investigations, corrective actions, and continuous improvement initiatives. Success in this role requires strong technical troubleshooting capabilities, effective stakeholder communication, and the ability to thrive in a fast-paced environment supporting advanced hardware and software products., * Manage RMA Activities: Review, process, and coordinate Return Material Authorization (RMA) activities, ensuring timely disposition of returned products and adherence to customer expectations.

• Perform Failure Analysis: Conduct technical assessments, troubleshooting, and diagnostic activities on returned hardware and software products, including unit-level and Printed Circuit Board Assembly (PCA)-level investigations.
• Drive Root Cause Resolution: Partner with Engineering, Quality, and Operations teams to identify root causes, support corrective and preventive actions, and verify effectiveness of implemented solutions.
• Serve as Customer Liaison: Communicate RMA status, failure analysis results, corrective actions, and repair updates to customers and internal stakeholders through professional reports and technical summaries.
• Analyze Trends and Improve Processes: Monitor recurring failures and defect trends, develop metrics and reports for management, and recommend process improvements to enhance product quality and RMA efficiency.
• Support Cross-Functional Initiatives: Collaborate with Program Management, Manufacturing, Supply Chain, and Engineering teams to expedite critical customer returns and support organizational quality objectives.

YOU’RE AWESOME AT:

• Technical Problem Solving: Investigating complex hardware and software failures, identifying root causes, and driving effective corrective actions.
• Cross-Functional Collaboration: Working across multiple departments to coordinate activities, resolve issues, and meet customer commitments.
• Data Analysis and Reporting: Organizing technical information, identifying trends, and communicating findings through clear, concise reports and presentations.
• Process Improvement: Evaluating existing workflows and implementing enhancements that improve efficiency, quality, and customer satisfaction.

Do you have experience in Technical report writing?, * Bachelor’s degree in Engineering or related technical field preferred; equivalent experience may be considered.

• 5 or more years of cross-functional experience in Manufacturing, Quality, Engineering, Operations, Supplier Management, and/or Program/Product Management.
• Strong analytical, troubleshooting, and problem-solving skills with exceptional attention to detail.
• Experience performing technical investigations, failure analysis, and corrective action activities.
• Demonstrated ability to lead initiatives, facilitate cross-functional collaboration, and drive issues to resolution.
• Effective written and verbal communication skills, including the ability to present technical findings to customers and internal stakeholders.
• Experience within the aerospace, defense, electronics manufacturing, or other highly regulated industries preferred.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Proficiency with Microsoft Office tools and technical reporting.
• Ability to obtain and maintain a U.S. Security Clearance., Potential new employees must successfully complete a background check which includes criminal search, education certification and employment verification prior to hire. Applicants must be authorized to work for any employer in the U.S as you must have the ability to obtain a security clearance. We are unable to sponsor or take over sponsorship of an employment Visa.

Pulled from the full job description

• Tuition reimbursement
• Pet insurance
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, The starting base salary for this position ranges from $110,000 to $135,000 per year, depending on the candidate’s job-related knowledge, skills, and experience. In addition to a competitive base salary, Innoflight offers a well-rounded compensation package that includes a Profit-Sharing Bonus and a Cash Performance Bonus to reward both individual and company performance. Additional benefits include:
• 401(k) with 3% company match (automatic enrollment)
• Comprehensive medical, dental, vision, HSA & life insurance
• 10 paid holidays + 120 hours PTO (starting in year one)
• Access to ancillary benefits such as critical illness, accident, disability, legal and pet insurance., * Flexible Work-Life Balance: Enjoy a 9/80 work schedule with every other Friday off-whether you use it to recharge, work on a passion project, or spend time with family, the choice is yours.
• Continuous Learning & Development: We’re serious about professional development. From tuition reimbursement to internal “Ask Me Anything” sessions and weekly “Lunch & Learns,” we make learning a core part of the job.
• Mission-Driven Culture: We aren’t just building tech-we’re enabling the next era of space exploration. Our Culture Ambassadors help lead initiatives around inclusion, positivity, recognition, and transparency. Here, your voice is heard, your work is respected, and your individuality is celebrated.

Launch your career to new heights with Innoflight-one of San Diego’s fastest-growing Aerospace and Defense innovators. Here, visionary minds engineer the future of space technology through pioneering, compact, and cyber-secure solutions. From software-defined radios to cutting-edge cryptographic systems and avionics, everything we build powers the next era of New Space. Join our small, agile, and mission-driven team where your work has real impact and your growth has no limits. We’re not just reaching for the stars-we’re engineering them. Let’s innovate the infinite, together.