Customer Quality & RMA Engineer
Customer Quality & RMA Engineer at Infinitum — Austin, TX, US
- Company: Infinitum
- Location: Austin, TX, US
- Posted: 2026-09-21
About this role
Customer Quality & RMA Engineer
Job Description
Company Overview
Infinitum Electric is a technology company pioneering the next generation of axial flux electric motors — lighter, more efficient, and more sustainable than conventional motor designs. Our motors are deployed in mission-critical applications for leading customers including hyperscale data center operators and industrial OEMs. As we scale rapidly in revenue, our Quality function is the backbone of customer trust and product integrity.
Position Summary
The Customer Quality & RMA Engineer serves as the primary technical interface between Infinitum and its customers on all quality-related matters — including field complaints, warranty returns, RMA processing, corrective action management, and customer-facing quality reporting. This role owns the complete RMA lifecycle from customer notification through root cause resolution and verified closure, and is responsible for ensuring that every customer quality event is investigated with rigor, communicated with transparency, and resolved permanently.
Key Responsibilities
RMA Management & Field Complaint Resolution
Own the end-to-end RMA process — from initial customer notification through receipt, inspection, root cause analysis, corrective action, and verified closure
Triage and prioritize incoming field complaints and warranty returns based on customer impact, failure mode severity, and strategic account importance
Conduct or coordinate physical inspection and failure analysis of returned motors and assemblies
Maintain accurate, real-time RMA tracking data including cycle time, failure mode distribution, and cohort maturity trends
Communicate RMA status, findings, and corrective actions to customers in a professional, timely, and technically credible manner
Drive RMA rate reduction through systemic root cause analysis and closed-loop corrective action — targeting the structural elimination of recurring failure modes
Customer Quality Interface
Serve as the primary quality point of contact for assigned customer accounts — including hyperscale data center customers and industrial OEM partners
Lead customer quality reviews, corrective action presentations, and quality performance reporting
Manage customer-specific quality requirements, special controls, and approval processes including First Article Inspection (FAI) and Production Part Approval Process (PPAP) where applicable
Respond to customer quality escapes with urgency — initiating containment within 24 hours and providing 8D corrective action reports within agreed customer timelines
Track and report customer-facing quality KPIs including RMA rate, field escape rate, warranty cost, and customer satisfaction metrics
Root Cause Analysis & Corrective Action
Lead structured root cause investigations using 8D, 5 Whys, Ishikawa, and other lean problem-solving methodologies
Distinguish containment actions (immediate customer protection) from permanent corrective actions (root cause elimination) and manage both with discipline and documentation rigor
Verify effectiveness of corrective actions through defined measurement periods before formal closure
Drive yokoten — horizontal deployment of lessons learned across product lines, manufacturing sites, and suppliers where the same failure mode could recur
Maintain a corrective action database that tracks open and closed actions, owners, deadlines, and verification status
Quality Systems & Reporting
Generate and maintain customer quality scorecards, RMA trend analyses, and warranty cost reports on a defined cadence
Contribute to the monthly and quarterly quality business review with data-driven analysis of customer quality performance
Support the development and maintenance of quality documentation including control plans, FMEAs, inspection instructions, and acceptance criteria relevant to customer-facing quality
Participate in internal audits and supplier quality activities as needed to support systemic quality improvement
Required Qualifications
Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field
4–6 years of experience in customer quality, field quality, or warranty engineering in a manufacturing environment
Demonstrated expertise in 8D problem solving, root cause analysis, and corrective action management
Experience managing RMA processes and interfacing directly with external customers on quality matters
Proficiency with quality tools including FMEA, control plans, measurement system analysis, and statistical process control
Strong written and verbal communication skills — ability to explain technical findings clearly to both engineering and non-technical customer audiences
Proficiency with Microsoft Office Suite; experience with ERP systems and quality management software
Preferred Qualifications
Experience in electric motors, power electronics, or electromechanical systems
Experience supporting hyperscale data center, HVAC, or industrial OEM customers
ASQ Certified Quality Engineer (CQE) or equivalent certification
Familiarity with lean manufacturing principles and continuous improvement methodologies
Experience with warranty cost analysis and field reliability data interpretation
Six Sigma Green Belt or Black Belt certification
Competencies
Customer orientation — treats every customer quality event as a personal responsibility and communicates with urgency, clarity, and empathy
Analytical rigor — never accepts a symptom as a root cause; drives to the systemic cause with structured methodology
Ownership mindset — takes full accountability for RMA lifecycle from open to verified closure
Cross-functional collaboration — works effectively with engineering, manufacturing, supply chain, and commercial teams
Communication excellence — produces clear, professional, technically credible customer-facing documentation
Continuous improvement — looks for systemic patterns in customer data and drives durable prevention
Working Conditions
This position operates primarily in an office and engineering environment with regular visits to production areas at Infinitum HQ (Austin, TX) and Saltillo, MX. Frequent travel to customer sites is required. The role may involve handling returned motor assemblies for inspection and failure analysis purposes.
Infinitum Electric is an Equal Opportunity Employer committed to building a diverse and inclusive team.
Benefits
At Infinitum, we have created a collaborative community where everyone feels a sense of belonging and works together to achieve shared goals. Our benefits include:
Comprehensive medical, prescription, dental, and vision coverage
Health Savings Account (HSA) with employer contributions
Healthcare FSA, Limited Purpose FSA, and Dependent Care FSA
Company-paid short-term and long-term disability coverage
Group Life and AD&D insurance
Voluntary Life and AD&D insurance
Employee Assistance Program
401(k) retirement plan (no employer match)
Stock options
Open paid time off (PTO)
12 paid company holidays
Potential relocation assistance for eligible positions
Flexible work arrangements, including hybrid opportunities based on role requirements
Company-paid lunch on Fridays
Community give-back opportunities
Infinitum embraces diversity and is proud to be an equal opportunity employer.
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