Customer Quality & RMA Engineer

Customer Quality & RMA Engineer AustinInfinitum 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. 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. 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 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 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 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 Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field4–6 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 Experience in electric motors, power electronics, or electromechanical systems Experience supporting hyperscale data center, HVAC, or industrial OEM customersASQ 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 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 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. At Infinitum, we have created a collaborative community where everyone feels a sense of belonging and works together to achieve shared goals.