RMA Manager at Intelligent Manufacturing Solutions LLC – Orlando, Florida

Advanced Laser Systems Technology (ALST) has an immediate opening for an RMA Manager. ALST is located in Orlando, Florida and is part of Intelligent Manufacturing Solutions (IMS) which is headquartered in Londonderry, NH. ALST is an established leader in Electro-Optical laser systems for military defense applications domestically and internationally. As a trailblazer in designing and developing highly engineered, innovative solutions, ALST is world renowned for its expertise in the areas of laser range finders and laser designators. We offer an alternative work schedule and the opportunity to work with a talented and diverse group of professionals.

Job Summary

The RMA Manager is responsible for overseeing the management and resolution of RMAs for the business. As a key member of the Customer Service team, this role focuses on coordinating return processes, analyzing return data to identify trends and root causes, and driving continuous improvement initiatives to enhance product quality and customer satisfaction. The RMA Manager plays a vital role in ensuring compliance with regional and international standards, leveraging return insights to reduce costs, mitigate risks, and improve overall product reliability. The manager collaborates closely with manufacturing, engineering, quality, logistics, and other relevant teams to implement corrective and preventive actions, refine return procedures, and foster ongoing improvements that support customer loyalty and operational efficiency. Effective communication with customers regarding RMA processes, status updates, and resolutions is a critical aspect of this role.

KEY RESPONSIBILITIES

• Manage the end-to-end RMA process, ensuring timely and accurate handling of product returns, repairs, and replacements.
• Manages and directs daily activities of RMA technicians and works closely with Operations Manager to allocate additional resources as needed.
• Communicate proactively and effectively with customers regarding RMA procedures, status updates, and resolutions to ensure high levels of customer satisfaction.
• Analyze return data to identify trends, root causes, and opportunities for product or process improvements.
• Utilize ERP data to identify potential schedule and/or data integrity problems along with metric-based performance
• Collaborate with manufacturing, engineering, quality, logistics, and other relevant teams to resolve product issues identified through RMAs.
• Develop and implement policies, procedures, and workflows to streamline RMA operations and reduce return rates.
• Drive corrective and preventive actions based on return analysis to improve product quality and reduce recurrence of issues.
• Maintain documentation for audits, inspections, and continuous improvement initiatives.
• Provide regular reports on RMA trends, resolution metrics, cost analysis, and improvement initiatives to management.
• Facilitate the definition of project goals, tasks, and resource requirements. Develop methods to monitor project progress; and provide supervision if necessary.
• Facilitate the definition of service levels and customer requirements.
• Interact regularly with existing or potential clients to determine their needs.
• Work cross-functionally to solve problems and implement changes.
• Follow a defined, agreed upon project management processes.
• Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management.
• Manages project close-out activities.
• Provide mentoring, coaching and direction setting to team members
• Travel to customer sites may be required to support activity and project execution.

REQUIRED CAPABILITIES

• U.S. Citizenship required due to government contract requirements
• Ability to obtain and maintain a security clearance
• Excellent organizational and time management skills
• Strong projects management skills
• Solid understanding of electromechanical systems, optics, aerospace products or similar technologies
• Ability to coordinate activities inter-company and with multiple departments such as Manufacturing, Engineering, Operations, Finance, Customer Service, etc.
• Knowledge of contract terms and conditions and subcontract management
• Excellent communication and interpersonal skills
• Strong drive and resilience.
• Action and result oriented.
• Ability to build strong relationships with people at all levels.
• Ability to work efficiently under pressure and to tight deadlines.
• Willingness to take on project ownership and accountability.
• Proven experience in RMA management, product returns, or related quality roles, ideally in optical, mechanical engineering or machinery industries.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work additional hours, evenings and weekends, to support customer needs.

EDUCATION/ EXPERIENCE

• Bachelor’s degree.
• Minimum 10 years of experience with increasing levels of responsibility, including experience successfully managing various projects.
• Minimum 8 years’ experience managing operations processes in a DoD environment.
• Experience with ITAR shipping requirements to foreign countries
• Outstanding grasp of RMA concepts and processes.
• Deep understanding of material planning, forecasting, inventory optimization, storage, and distribution processes.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.