Sr. Engineer - Product
Company: Sms Infocomm Corporation
Location: Edgewood
Posted on: April 2, 2026
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Job Description:
Description Job Summary: The Senior Product Engineer oversees
the RMA (Return Merchandise Authorization) service operation while
also managing communication with customers and project
stakeholders. This role plays a crucial part in ensuring the smooth
handling of product returns, identifying root causes of issues, and
implementing effective solutions. The ability to communicate
technical information clearly and manage relationships is essential
for success in this position. Essential Duties and Responsibilities
include the following. Other duties not listed may be assigned. Key
Responsibilities : RMA Service Management: Oversee the RMA process
from initiation through resolution, ensuring adherence to service
level agreements (SLAs). Analyze returned products to determine
root causes of failures or defects. Collaborate with
cross-functional teams to implement corrective actions and
preventive measures. Technical Expertise: Utilize technical
knowledge to diagnose product issues and propose appropriate
solutions. Conduct failure analysis and provide detailed reports to
stakeholders. Drive continuous improvement initiatives to enhance
product reliability and customer satisfaction. Customer and
Stakeholder Communication: Serve as the primary point of contact
for customers regarding RMA inquiries and escalations. Communicate
effectively with internal teams, including customer service,
engineering, and manufacturing, to address customer concerns
promptly. Provide regular updates to stakeholders on RMA status,
trends, and improvement actions. Quality Assurance: Develop and
maintain RMA process documentation, including procedures and work
instructions. Ensure compliance with quality standards and
regulatory requirements throughout the RMA lifecycle. Collaborate
with quality assurance teams to implement corrective actions based
on RMA data analysis. Documentation and Reporting: Generate
comprehensive reports on RMA trends, including root cause analysis
and corrective actions. Document RMA findings and resolutions in a
clear and concise manner. Prepare presentations and participate in
meetings to discuss RMA performance and improvement strategies.
Qualifications Education and/or Experience: Bachelor’s degree in
Electrical Engineering, Mechanical Engineering, or a related field;
Master’s degree preferred. Five years of experience in product
engineering, RMA management, or related roles. Essential Skills:
Proficiency in problem-solving techniques and root cause analysis
methodologies. Strong communication skills with the ability to
convey technical information to both technical and non-technical
audiences. Experience in customer-facing roles, handling technical
inquiries, and managing customer expectations. Knowledge of quality
management systems (ISO 9001, Six Sigma) and continuous improvement
methodologies. Working Conditions Must be able to tolerate moderate
to high noise levels in a warehouse environment. Office and outside
environmental conditions found in the warehouse, hot in the summer,
cold in the winter. Individuals may need to walk for an extensive
period of time while working and walking the facilities; to reach
over shoulder heights; bend or stoop below the waist; repetitive
wrist, hand, or finger movement. Must be able to lift 25 pounds.
SMS InfoComm Corporation is an equal opportunity employer.
Diversity and Inclusion are the foundation of our culture. Note: To
perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. Requirements listed
above are representative of the knowledge, skill and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.
Keywords: Sms Infocomm Corporation, Euless , Sr. Engineer - Product, Engineering , Edgewood, Texas
