Sr. Manager, RMA Service

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Supermicro is seeking for a Senior Manager, RMA Serviceto lead and drive the strategic direction of the RMA operations, ensuring seamless execution of warranty service fulfillments and exceptional customer experience. This role requires close collaboration with cross-functional teams to prioritize customer needs, optimize service processes, and uphold the highest standards of quality and responsiveness. The incumbent will be responsible for overseeing daily operations, implementing continuous improvements, and aligning departmental goals with broader organizational objectives.

The essential duties and responsibilities include, but are not limited to:

• Define and execute the strategic roadmap for RMA service operations, aligning departmental goals with company-wide customer satisfaction objectives.
• Oversee all RMA workflows, ensuring timely, accurate, and compliant execution of warranty service requests.
• Establish and monitor key performance indicators (KPIs) for service quality, turnaround time, and operational efficiency.
• Serve as the escalation point for complex or high-impact customer issues, ensuring swift resolution and clear communication.
• Lead structured problem-solving sessions to address recurring service challenges and implement long-term corrective actions.
• Produce executive-level reports and dashboards that provide insights into RMA operations, customer feedback, and service outcomes.
• Use predictive analytics to forecast service demand and proactively manage resource allocation.
• Develop and enforce departmental policies, procedures, and ISO documentation to ensure regulatory compliance and operational consistency.
• Oversee inventory accuracy and material flow to support timely service fulfillment and minimize downtime.
• Collaborate with supply chain and procurement teams to optimize parts availability and reduce service lead times.
• Build and lead a high-performing RMA service team through coaching, mentoring, and performance management.
• Plan and execute training programs to ensure team readiness for new procedures, technologies, and service standards.
• Foster a culture of ownership, innovation, and continuous improvement within the department.
• Drive digital transformation initiatives within the RMA function, including automation, self-service tools, and AI-driven support models.
• Evaluate and implement new technologies to enhance service delivery and customer engagement.

• Bachelor's degree in Business Administration, Engineering, or a related field; advanced degree preferred.
• Minimum of 8 years of progressive leadership experience in customer service, RMA operations, or technical support.
• Proven track record of driving customer satisfaction and operational improvements in a fast-paced environment.
• Strong analytical, decision-making, and problem-solving skills with a data-driven mindset.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Proficiency in SAP and Microsoft Office Suite, especially Excel and Outlook.
• Demonstrated ability to manage multiple priorities with minimal supervision.
• High level of integrity, ownership, and team orientation.

$120,000 - $170,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.