Customer Quality & RMA Engineer

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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