DescriptionWORK LOCATION: San Luis Obispo, CASALARY RANGE: $80,000 - $120,000FLSA STATUS: Exempt SUMMARY The Maintenance Repair & Overhaul (MRO) Return Material Authorization (RMA) Manager is responsible for reporting to and assisting the Director of Global Support and the After Market team by building processes, procedures, documentation and assisting in managing the repairs and aftermarket orders of uncrewed aircraft systems and camera products. This person helps build bridges throughout the company to facilitate accurate information from all Edge Autonomy departments and facilities around the world.RESPONSIBILITIESThe following job functions are a basic requirement but are not limited to and may be assigned other duties.
- Manage customer returned products at the RMA department in our San Luis Obispo facility
- Develop and execute the aftermarket program strategy, including product support, maintenance, repair, and upgrade services for UAS
- Work closely with engineering and technical teams to develop and implement product support plans, including spare parts management, technical documentation, and training programs
- Coordinate with suppliers and vendors to ensure timely and cost-effective procurement of aftermarket components and materials
- Monitor and analyze market trends, customer feedback, and competitor activities to identify areas for improvement and develop new aftermarket offerings
- Collaborate with cross-functional teams, including sales, engineering, operations, and logistics, to ensure the successful execution of aftermarket programs
- Develop and maintain key performance indicators (KPIs) to track program performance, customer satisfaction, and financial metrics
- Ensure compliance with all applicable regulations, industry standards, and company policies related to UAS aftermarket operations
- Stay up-to-date with industry trends, advancements, and best practices in UAS aftermarket services
- Responsible for remotely managing the RMA department in our Fuel Cell division of Edge Autonomy, located at Ann Arbor Michigan. Including online meetings, phone calls, and in person visits to ensure the division's success
- Assist in receiving customer property for maintenance, repair, and overhaul including and complete documentation of all customer returned aircraft, systems, and support equipment through Edge's RMA process
- Assist the Director of Global Support with RMAs from our Riga facility, as needed
- Lead and participate in various meetings to help coordinate multiple departments and factory locations on various topics and problems including both internal and external meetings, as appropriate
- Be part of the customer facing team that answers the customer service phone calls made to our support hotline
- Build the infrastructure and design of Jira, SharePoint, and Zendesk including modifications as needed
- Generate full and complete quotes with accurate pricing, descriptions, and lead times
- Participate in CCB's to ensure the Global support team is aware of all changes to parts or processes and how these changes could affect the product and customer notifications
- Participate in daily and weekly meetings with Production and Engineering to keep up with continuous updates and challenges Edge is currently experiencing
- Lead and participate in departmental and organizational continuous improvement efforts.
- Up to 20% of your time may require travel
- Other duties as assigned
REQUIRED QUALIFICATIONSThe following are a non-exhaustive list of qualifications for the position:
- 5+ years of experience or a bachelor's degree in engineering, business administration or equivalent
- Strong knowledge of UAS technology, systems, and components, with a focus on aftermarket requirements and customer support.
- Excellent interpersonal relationship building, including transparent communication, the ability to work in a team, and a positive make-happen attitude.
- Ability to manage multiple customers, projects, and daily tasks.
- Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, One-Drive, SharePoint).
- Experience Using Jira, SharePoint, and Zendesk
- Database management skills required
PREFERRED QUALIFICATIONS
- Previous experience in uncrewed aircraft systems industry
- Ability to read, review, and understand engineering drawings and specifications.
- Experience with Composites and Electronics manufacturing methods
- Ability to perform data analytics and visualization (PowerBI).
EDGE AUTONOMY BENEFITS
- Matching 401(k)
- Paid PTO
- Paid holidays
- Medical, vision, and dental insurance
- Group Short-Term & Long-Term Disability
- HSA and FSA Options
- Critical Care Plan
- Accident Care Plan
Hiring RequirementsIf an offer of employment offer is extended, applicant must have the ability to pass a background check and the ability to be insured by the Company's Auto-policy. An Offer of Employment is contingent upon the results.Clearance RequirementsThis position may require access to information that is subject to compliance with the International Traffic Arms Regulations ( ITAR ) and/or the Export Administration Regulations ( EAR ). To comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify a US person's status.Edge Autonomy is an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Edge Autonomy is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact [email protected]Continued employment remains on an At-Will basis.