Warranty & RMA Process SME

Job Description

Job Description

Possible 3 Month CTH
Role name: Warranty & RMA Process SME
Work Location: Palo Alto, CA (Onsite)
Start date: Immediate availability.
Background check MANDATORY

Role Overview
Lead the design and optimization of Warranty Operations, Return Material Authorization (RMA), Product Investigation, and OEM Support processes within an Automotive Tier 1 environment.
The SME will provide industry expertise and best practices for warranty claim management, product returns, failure analysis, reverse logistics, and customer support operations. This role will partner closely with Engineering, Quality, Supply Chain, Logistics, Product Support, and Business Process teams to establish a scalable and compliant Warranty Return Management capability.
Key Responsibilities:
Warranty & RMA Strategy
Lead design of the end-to-end Warranty Return Management operating model.
Define RMA lifecycle processes, controls, and governance.
Establish warranty policies, return authorization criteria, and escalation procedures.
Align processes with OEM customer requirements and automotive industry best practices.
Warranty Operations & Returns Management
Define processes for:
Return intake and authorization
Product tracking and traceability
Reverse logistics
Disposition management
Warranty recovery and closure
Establish service-level expectations and customer communication standards.
Develop processes to manage No Trouble Found (NTF) returns and repeat failures.
Product Investigation & Failure Analysis
Define investigation workflows for returned products.
Establish methodologies for:
Hardware diagnostics
Software log analysis
System-level investigation
Root-cause analysis
Create disposition frameworks covering repair, rework, scrap, and engineering retention.
Governance & Performance Management
Define warranty governance structure and operating controls.
Establish KPIs and performance measures, including:
Return volume
Aging and backlog
Warranty turnaround time
Root-cause completion rate
NTF rate
SLA attainment
Warranty exposure
Support executive reporting and operational reviews.
Key Deliverables
Warranty Return Management Operating Model
End-to-End RMA Framework
Warranty Governance Model
Return Authorization Policies
Failure Analysis Framework
Product Disposition Framework
Service Level Framework
Warranty KPI Catalogue
Escalation Matrix
Warranty & RMA Roadmap Recommendations
Mandatory Skills:
10 years of experience in:
Automotive Warranty Operations
Product Support
RMA Management
Field Quality or Technical Support
Experience supporting OEM customers and post-SOP operations.
Tier 1 supplier experience strongly preferred.
Knowledge & Skills:
Deep understanding of:
Warranty management processes
RMA operations
Reverse logistics
Product investigation and failure analysis
Customer support and escalation management
Knowledge of automotive quality methodologies including:
8D
APQP
PPAP
IATF 16949
Familiarity with SAP, PLM, defect management, and service management tools.
Leadership & Communication
Strong workshop facilitation skills.
Ability to influence cross-functional teams and executive stakeholders.
Excellent analytical, problem-solving, and communication abilities.
Success Measures
Well-defined Warranty & RMA operating model.
Reduced return processing cycle times.
Improved root-cause identification and disposition effectiveness.
Enhanced OEM satisfaction and SLA performance.
Clear governance, KPIs, and operational visibility.
Scalable warranty support capability aligned to RVT growth objectives.