Complaints & RMA Engineer

Description The Customer Complaints & RMA Engineer is responsible for the engineering aspects of customer complaints and Returned Material Authorization (RMA) processes. The role involves conducting failure Analysis, performing root cause analysis, leading corrective and preventive actions, and driving continuous improvement of product quality and reliability. The position requires close collaboration with cross-functional teams and customers worldwide to ensure professional, rapid, and effective resolution of quality issues. Responsibilities Conduct failure investigations for products returned through RMA processes and customer complaints. Analyze product failures using engineering tools and methodologies to identify root causes (Root Cause Analysis). Define and lead Corrective and Preventive Actions (CAPA) in collaboration with Engineering, Manufacturing, Quality, and Purchasing teams. Prepare detailed failure analysis reports, document findings, and present conclusions to relevant stakeholders. Provide engineering ownership of customer complaint investigations through to technical closure. Communicate with customers in Israel and internationally, presenting investigation results and providing technical recommendations. Support NCR, MRB, and quality investigation processes as required. Analyze recurring failure trends and lead initiatives to improve product quality and reliability. Coordinate with testing laboratories, suppliers, and subcontractors to perform testing and validate findings. Participate in internal and external quality audits as required. Ensure compliance with company procedures, quality standards, and applicable regulatory requirements. Requirements Minimum of 2–3 years of experience as a Quality Engineer, Product Engineer, Reliability Engineer, or in a similar role within a manufacturing environment. Bachelor’s degree in Electronics Engineering \ Electrical Engineering \ Mechanical Engineering \ Industrial Engineering \ Quality Engineering, or another relevant engineering discipline - required. Proven experience in Failure Analysis and Root Cause Analysis. Experience working with quality processes such as CAPA, NCR, MRB, and RMA. Familiarity with industry quality standards; experience in an AS9100 environment is an advantage. Experience working with cross-functional teams and customers in Israel and internationally. Experience with ERP systems and Quality Management Systems (QMS). Proficiency in Microsoft Excel and Microsoft Office applications. Excellent written and spoken English. Strong analytical skills, excellent organizational abilities, technical report writing skills, and the ability to drive cross-functional processes. Familiarity with electronic test equipment and the ability to read engineering drawings - an advantage.