Warranty & RMA Subject Matter Expert

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Location

This is an onsite role in Palo Alto, CA | Normal, IL | Detroit, MI ( Candidate can be based in any one of the three locations)

About the job you’re considering

We are seeking a  SME Warranty, RMA & Process Transformation Manager to map and transform the end-to-end warranty and Return Merchandise Authorization (RMA) operating model. This role will lead warranty operations, returned-product investigations, RMA process governance, failure-analysis coordination, warranty analytics, technology enablement, and continuous-improvement initiatives that reduce warranty exposure, improve customer satisfaction, and strengthen operational traceability.

The ideal candidate combines hands-on RMA and warranty operations experience with process engineering, quality problem-solving, systems thinking, data analytics, and strong cross-functional leadership. This is both a strategic and execution-focused role: the individual will establish disciplined warranty/RMA operations while also designing and implementing scalable future-state processes, digital tools, dashboards, and governance routines.

This role will partner closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, IT, Finance, Quality, suppliers, and return canters to ensure timely investigation, disposition, corrective action, and closure of warranty and field-return issues.

Your Role

• Develop operational processes, warranty governance, KPI reporting, return-tracking mechanisms, and continuous-improvement initiatives that reduce warranty exposure and improve customer satisfaction.
• Owns returned product investigations, Establishes RMA operations, Builds warranty analytics and reporting.
• Work closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, and future Quality teams to ensure timely investigation, disposition, and closure of warranty and field-return issues.

1. Assess, Map, and Transform the RMA Process

• Assess and optimize end-to-end RMA processes and workflows. 
• Design scalable RMA/warranty processes with clear governance. 
• Drive process transformation and continuous improvement.

2.  Warranty Operations Leadership Responsibilities

• Lead end-to-end warranty return and RMA operations. 
• Serve as the primary customer interface for warranty issues, investigations, and escalations. 
• Manage RMA authorization, claim validation, product tracking, and case closure. 
• Ensure compliance with OEM warranty requirements. 
• Establish warranty processes, governance, procedures, and escalation frameworks.

3. Returned Product Evaluation & Failure Analysis Responsibilities 

• Lead failure analysis, RCA, 8D, NTF, and corrective actions.
• Analyze warranty claims, return, and field failures.
• Support Weibull, reliability, and predictive analysis.
• Develop warranty dashboards and reports.

4. Systems & Digital Enablement (10%) Responsibilities

• Support implementation of warranty systems and define business requirements for RMA tools and Develop reporting and dashboard requirements. 
• Work with SAP, Power BI, PLM and case-management systems.

Your skills and experience

• Bachelor’s degree in engineering, Quality, Manufacturing, Operations, or a related technical discipline.
• Strong experience within the automotive, mobility, OEM, Tier-1, or related engineering/manufacturing industry.
• Hands-on experience with Warranty Management, RMA, product returns, or field-quality operations.
• Experience leading returned-product investigations and Failure Analysis / Root Cause Analysis.
• Strong knowledge of structured problem-solving methodologies: 8D, 5 Whys, Root Cause Analysis, FMEA/FMECA, Corrective and Preventive Actions
• Understanding of automotive quality processes, including APQP and PPAP.
• Experience interacting directly with OEM customers on warranty, quality, technical, or field-failure issues.

The base compensation range for this role in the posted location is: $82,082 - $193,440/year

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.