RMA Quality Engineer

About Cooler Master

For over three decades, Cooler Master has been a trusted partner to tier-1 global technology leaders, delivering pioneering thermal and manufacturing solutions. As AI computing workloads and next-generation data centers continue to push the boundaries of power density, Cooler Master is at the forefront of the industry—manufacturing critical high-density liquid cooling, CDU (Coolant Distribution Units), and advanced thermal infrastructure that power the global AI boom.

Driven by Innovation, Agility, and Professionalism, our culture is built on the "Cooler Master Spirit"—a collaborative environment rooted in structured discipline, teamwork, and accountability. We offer a fast-paced, technology-driven workplace where high-energy professionals can build the physical infrastructure of the future. If you thrive in a forward-moving atmosphere and want to grow at the speed of the AI revolution, this is the place to define your career.

Position Overview

The RMA Quality Engineer is responsible for managing and improving the product return process, performing failure analysis, and driving corrective actions to enhance product quality and customer satisfaction. This role acts as a bridge between customers, manufacturing, engineering, and suppliers.

Key Responsibilities

1. RMA Process Management

• Own end-to-end RMA process (intake, tracking, disposition, reporting)
• Ensure timely evaluation and closure of returned products
• Maintain RMA database and generate regular reports (trend, failure rate, turnaround time)

2. Failure Analysis (FA)

• Perform root cause analysis on returned products using tools like:
• 5 Whys
• Fishbone (Ishikawa)
• Fault tree analysis
• Coordinate advanced FA (X-ray, CT scan, SEM, etc.) when needed
• Document detailed FA reports with clear conclusions

3. Corrective & Preventive Actions (CAPA)

• Drive corrective actions with cross-functional teams (Design, Manufacturing, Supplier Quality)
• Track effectiveness of corrective actions
• Prevent recurrence of issues in production and field

4. Customer Interface

• Communicate technical findings and status updates to customers
• Support customer complaints and quality escalations
• Participate in customer calls and audits when required

5. Data Analysis & Continuous Improvement

• Analyze RMA trends (by product, failure mode, region, customer)
• Identify systemic issues and drive improvement projects
• Support reliability improvement and yield enhancement initiatives

6. Cross-functional Collaboration

• Work with:
• Manufacturing Quality Engineering (process issues)
• Design Quality Engineering (design flaws)
• Supplier Quality Engineer (vendor-related failures)
• Support NPI (New Product Introduction) with lessons learned from RMA

7. Documentation & Compliance

• Maintain FA reports, 8D reports, and quality records
• Ensure compliance with quality standards (ISO 9001, IPC, etc.)
• Support audits and internal quality reviews

Required Qualifications

• Bachelor’s degree in Engineering (Mechanical, Electrical, Materials, or related field)
• 3+ years of experience in quality, reliability, or failure analysis
• Experience with RMA handling or customer returns
• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience in electronics, data center hardware, or manufacturing industry
• Familiar with FA tools (X-ray, CT scan, thermal analysis, microscopy)
• Knowledge of statistical tools (SPC, Cp/Cpk)
• Experience with ERP/MES systems (SAP, Oracle, etc.)
• Six Sigma (Green Belt or above) is a plus
• Bilingual at English and Mandarin is a plus

Key Skills

• Root cause analysis
• Data analysis (Excel, Minitab, JMP)
• Technical report writing
• Communication & stakeholder management
• Attention to detail
• Project management

Benefits:

• Starting with 15 paid vacation days in the first year
• 11 paid corporate holidays + 5 bonus holidays
• 5 paid sick leave days per year
• Comprehensive Medical, Dental, and Vision insurance plans
• FSA & HSA plans available
• Advanced health plan options with employer-subsidized out-of-pocket premiums
• Company-sponsored Life Insurance
• 401(k) retirement plan with company match

Position Details:

• Employment type: Full Time
• Location: On-site at Fremont, CA

For Pay Transparency-Compensation Description (Annually)

The base salary range for this position in the selected city is $80,000 - $120,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location.

Disclaimer

Our goal is to be an industry leader while providing an exceptional workplace. This job description outlines the general nature and level of work performed; it is not an exhaustive list of all duties, responsibilities, or skills required. Management reserves the right to assign or modify duties and responsibilities at any time, with or without notice. We are an Equal Opportunity Employer (E.E.O.).