Lead RMA Quality Specialist

Job Description

Job Description

The Lead RMA Quality Specialist is responsible for directing the day-to-day operations of the RMA Quality team, ensuring returned devices are processed accurately and efficiently, quality inspection standards are upheld, and manufacturer returns are owned end to end. This role serves as the primary technical and organizational lead for the RMA Quality function, working hands-on alongside the team while driving performance, process consistency, and continuous improvement. The Lead RMA Quality Specialist reports to the Distribution Center Manager and acts as the operational point of contact for all RMA quality activities.

• Lead, direct, and organize the daily workflow of the RMA Quality team to ensure timely and accurate processing of all returns and inspections
• Serve as the primary point of escalation for team members on technical, process, or disposition questions
• Train new and existing team members on RMA processing procedures, quality inspection standards, and documentation requirements
• Monitor team performance and throughput, identifying bottlenecks and implementing corrective actions
• • Foster a culture of accountability, accuracy, and continuous improvement within the team
• Own the end-to-end manufacturer return process, including initiating returns, tracking shipments, managing documentation, and following up to resolutio
• Maintain accurate records of all manufacturer return activities in Microsoft Dynamics Business Central
• Communicate status updates and escalate unresolved manufacturer return issues to the Distribution Center Manager
• Identify trends in manufacturer returns and work cross-functionally with engineering and procurement to address root causes
• Oversee and perform processing of returned RMA packages in a timely and accurate manner
• Determine and approve appropriate disposition for returned devices: refurbishment, manufacturer warranty return, or recycling
• Configure refurbished devices for redeployment into GPS tracking applications
• Ensure proper handling, labeling, and storage of returned devices to maintain inventory accuracy and traceability
• Manage Samsung tablet warranty program, including evaluating returned tablets, determining warranty coverage, and coordinating returns to Samsung repair partner
• Test and diagnose hardware and software issues on returned and in-process devices
• Perform and oversee repairs, software and firmware updates, and full refurbishment of units
• Use electronic test equipment, hand tools, test fixtures, and computer workstations to perform and document testing
• Accurately log test results and track failure trends to support root cause analysis
• Review and validate team test results and documentation for accuracy and completeness
• Perform and lead first article inspections on sub-assemblies and finished goods to verify conformance with source control drawing specifications
• Document and report inspection findings, drive corrective actions to resolution, and monitor outcomes
• Ensure calibration and maintenance of all inspection equipment is performed on schedule
• Identify recurring quality issues and lead root cause analysis and process improvement efforts
• Maintain accurate and thorough records for all returns, repairs, inspections, and test results
• Write, review, and maintain work procedures and standard operating documentation for the RMA Quality function
• Communicate findings clearly in written and verbal form to management and cross-functional teams
• Ensure the team follows all housekeeping, safety, and quality compliance procedures

• High school diploma or equivalent required; AA degree or technical degree preferred
• Prior experience in a lead, senior, or team lead capacity preferred
• Experience troubleshooting complex hardware and software systems
• Strong computer hardware skills; proficiency in Microsoft Office (Excel, Word, Access)
• Working knowledge of Microsoft Dynamics Business Central or similar ERP/inventory system preferred
• Strong analytical skills and attention to detail
• Demonstrated ability to lead, organize, and motivate a team in a fast-paced environment
• Clear written and verbal communication skills with ability to escalate and document effectively
• Ability to work independently, prioritize competing tasks, and drive work to completion

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