Job Details

RMA Specialist

Trust Automation has over 35 years of experience in custom motors, linear drives, digital drives, and systems which meet the unique needs of its customers. Its product line includes motors, linear drives, digital drives, custom assemblies, and products to fit unique applications and ground-up system design and manufacturing solutions. We design, build and support control and power management systems for the most demanding defense, semiconductor, industrial automation, and medical applications.

Trust Automation is an equal opportunity employer and committed to attracting, hiring, developing, and retaining a skilled, productive, and diverse workforce, personnel with competencies and experience related to the regional and State population. Every employee has an "at-will" relationship with Trust Automation. This means that employment with Trust Automation is at the mutual consent of the employer and the employee and is subject to termination by either party at will, with or without cause or advance notice.

Job Summary

The RMA Specialist is the process owner for the Return Material Authorization (RMA) lifecycle once an RMA number has been issued to a customer. This role is responsible for coordinating the timely receipt, evaluation, repair, supplier return, documentation, and final return of products. The RMA Specialist serves as the central point of coordination between Customer Service, Manufacturing/Repair, Planning, Buyers, Suppliers, and Quality to ensure timely execution, accurate records, customer satisfaction, and continuous improvement.

Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.

RMA Process Ownership & Lifecycle Management

• Serve as the primary process owner for RMAs once an RMA number is issued by the Customer Service team.
• Maintain accountability for all open RMAs from receipt through final return to the customer.
• Track RMA status daily to ensure progress, prevent backlog, and eliminate inactive or stalled RMAs.
• Proactively identify risks to turnaround time, quality, supplier response, or customer commitments and escalate as required.

Receiving, Verification, and Control

• Coordinate receipt of returned units with the receiving team.
• Verify returned material against the RMA authorization, including:
• Correct product and configuration
• Correct serial numbers and quantities
• Condition of returned material and required documentation
• Identify unauthorized returns, discrepancies, or damage and coordinate resolution with Customer Service and Quality.

Evaluation & Manufacturing / Repair Coordination

• Coordinate with the Manufacturing/Repair team to determine estimated evaluation date.
• Ensure evaluations are completed within defined internal turnaround targets.
• Review that the RMA technicians have completed evaluation reports, parts needed and labor hours by the estimated completion date.
• Ensure repair recommendations, root cause indicators, and cost impacts are documented.

Supplier Return & Buyer Coordination

• Coordinate with Buyers and Supply Chain to arrange return of customer-owned components to suppliers for repair, replacement, or evaluation.
• Ensure supplier RMAs, return authorizations, and shipping instructions are obtained and documented.
• Verify proper handling, packaging, and shipment of customer-owned material to suppliers in accordance with contractual, quality, and regulatory requirements.
• Track supplier turnaround times and follow up to ensure timely repair or replacement.
• Communicate supplier status, delays, and outcomes to Customer Service and Quality as applicable.
• Support initiation of Supplier Corrective Action Requests (SCARs) when supplier performance or quality issues are identified.

Quotation, PO, and Repair Authorization Management

• Ensure customer service is aware when a repair order is ready for quote.
• Track customer approvals and follow up to ensure purchase orders (POs) are received within agreed timelines.
• Escalate delays in approval, PO receipt, or supplier response that may impact repair schedules or customer delivery.

Repair Execution & Planning Coordination

• Once repair is approved, track with Planning the timing for material release to the floor and confirm with the Manufacturing/Repair team What the estimated completion date will be.
• Monitor repair progress against commitments and turnaround targets.
• Coordinate receipt of repaired or replaced components from suppliers when applicable.
• Communicate repair status, delays, and completion milestones to Customer Service.
• Ensure repaired units are released and returned to the customer in accordance with quality and shipping requirements.

Customer Communication & Meetings

• Act as the internal focal point for RMA status and coordination.
• Collaborate with Customer Service and customers during customer meetings to provide RMA status updates, timelines, and issue resolution.
• Ensure clear, professional, and consistent communication throughout the RMA lifecycle.

Documentation, Record Control & Compliance

• Ensure all RMA-related documentation is complete, accurate, and properly maintained, including:
• RMA records
• Evaluation and repair reports
• Supplier RMA documentation
• Nonconformance records (when applicable)
• Shipping and return documentation
• Ensure documentation complies with internal quality procedures and applicable standards (e.g., AS9100).

Quality System Integration & Continuous Improvement

• Collaborate with the Quality Engineer team to analyze returned product data, supplier issues, failure trends, and return rates.
• Support linkage of RMAs to quality system tools as appropriate, including:
• Nonconformance Reports (NCRs)
• Corrective Actions (CA)
• Supplier Corrective Action Requests (SCARs)
• Identify recurring issues and improvement opportunities within the RMA, repair, and supplier return process.
• Participate in continuous improvement initiatives to reduce return rates, cycle time, and rework costs.

Metrics, KPIs & Reporting

• Track and report RMA-related KPIs, including:
• RMA turnaround time and on-time completion
• Evaluation and repair cycle time
• Supplier repair turnaround performance
• RMA backlog and aging
• Documentation accuracy and completeness
• Returned product and supplier defect trends
• Maintain RMA dashboards or reports for management and cross-functional visibility.

Authority & Escalation

• Authorized to coordinate and prioritize RMA and supplier return activities across based on customer needs, across Customer Service, Manufacturing, Planning, Buyers, and Quality.
• Authorized to escalate issues related to overdue evaluations, supplier delays, missing POs, backlog, or quality concerns.
• Responsible for escalating systemic or supplier-related issues that may require corrective or preventive action.

Position Requirements

Required

• High school diploma or equivalent.
• Minimum of 2 years of experience in RMA coordination, quality, manufacturing, supply chain, or customer service.
• Strong organizational and multitasking skills.
• Excellent written and verbal communication skills.
• High attention to detail and data accuracy.

Preferred

• Associate's or Bachelor's degree.
• Experience in a regulated manufacturing environment (aerospace, electronics, medical, industrial).
• Familiarity with AS9100, ISO 9001, or similar quality management systems.
• Experience using ERP/MRP or RMA tracking systems.
• Experience working with suppliers and buyers on