RMA Quality Technician (Electronics & Instrumentations)

About Metrix

Metrix is a global leader in industrial condition monitoring and machinery protection solutions. Headquartered in Houston, Texas, we serve customers in more than 40 countries through direct sales and service professionals, along with a strategic network of instrumentation partners.

For over 50 years, we have helped leading manufacturers and operators protect critical rotating and reciprocating machinery used in power generation, oil & gas, manufacturing, and other industrial applications. Our innovative products are trusted worldwide for their reliability, simplicity, and performance.

Position Summary

The RMA Quality Technician is responsible for evaluating returned products, identifying potential product and quality issues, documenting findings, and supporting the Returned Material Authorization (RMA) process. This role works closely with Customer Service, Sales, Accounting, Production, Engineering, and Quality teams to investigate returned products, provide technical findings, and help determine appropriate product disposition.

Support is provided through direct product evaluation, electronic troubleshooting, and the use of company systems including Renewity and IFS ERP.

Key Responsibilities

Returned Material Evaluation

• Evaluate returned products and components to determine functionality and identify potential failure modes.
• Perform basic electronic and electromechanical troubleshooting and testing.
• Document findings and provide recommendations regarding product disposition, warranty considerations, and customer credit eligibility.
• Support investigation of complex return cases and unusual product performance concerns.
• Prepare and coordinate return shipments to suppliers or vendors for further analysis when required.

RMA Process Management

• Manage and prioritize daily RMA activities to ensure timely processing and resolution.
• Maintain accurate RMA documentation and transaction records within Renewity and IFS ERP.
• Track returned materials through the evaluation process and ensure proper follow-up.
• Communicate evaluation results to appropriate internal stakeholders.

Quality Support

• Identify and communicate product quality concerns, recurring failures, and manufacturing defects to Quality, Engineering, and Production teams.
• Assist with root cause investigations involving returned products.
• Support continuous improvement initiatives designed to improve product quality and customer satisfaction.
• Provide input into the development and enhancement of RMA and quality processes.

Cross-Functional Collaboration

• Work collaboratively with Customer Service, Sales, Engineering, Production, Accounting, and Quality personnel.
• Assist with customer inquiries related to product evaluations and return status.
• Support efforts to improve operational efficiency, reduce turnaround times, and enhance the customer experience.

Equipment and Documentation

• Maintain department tools, test equipment, and workstations.
• Assist in documenting procedures and work instructions.
• Participate in technical training related to new and existing products.

Required Qualifications

Education

• Technical degree, certification, trade school training, or equivalent experience in Electronics, Electrical Technology, Instrumentation, Mechatronics, or a related technical field preferred.

Experience

Required

• Minimum 1 year of customer service or technical support experience in a business environment.
• Minimum 1 year of electronics or electromechanical troubleshooting experience.

Preferred

• 3+ years of customer service experience.
• 3+ years of electronics or electromechanical troubleshooting experience.
• Experience processing Returned Material Authorizations (RMAs).
• Experience in manufacturing, industrial instrumentation, electronics, or related industries.
• Experience researching, compiling, and documenting technical findings.

Knowledge, Skills & Abilities

• Understanding of basic electrical principles and Ohm's Law.
• Ability to troubleshoot printed circuit board assemblies and related electronic components.
• Familiarity with sensors, relays, transformers, shakers, and other electromechanical devices.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office applications.
• Experience using ERP systems is preferred.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Commitment to quality, accuracy, and customer satisfaction.

Why Join Metrix?

• Be part of a respected leader in industrial vibration monitoring and machinery protection.
• Work with innovative products and technologies used worldwide.
• Collaborate with talented professionals across engineering, quality, manufacturing, and customer support functions.
• Contribute directly to improving product quality and customer experience.
• Competitive compensation and comprehensive benefits package.

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Metrix is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.