Warranty & RMA Subject Matter Expert

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Location
This is an onsite role in Palo Alto, CA | Normal, IL | Detroit, MI (Candidate can be based in any one of the three locations)
About the job you’re considering
We are seeking a SME Warranty, RMA & Process Transformation Manager to map and transform the end-to-end warranty and Return Merchandise Authorization (RMA) operating model. This role will lead warranty operations, returned-product investigations, RMA process governance, failure-analysis coordination, warranty analytics, technology enablement, and continuous-improvement initiatives that reduce warranty exposure, improve customer satisfaction, and strengthen operational traceability.
The ideal candidate combines hands-on RMA and warranty operations experience with process engineering, quality problem-solving, systems thinking, data analytics, and strong cross-functional leadership. This is both a strategic and execution-focused role: the individual will establish disciplined warranty/RMA operations while also designing and implementing scalable future-state processes, digital tools, dashboards, and governance routines.
This role will partner closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, IT, Finance, Quality, suppliers, and return canters to ensure timely investigation, disposition, corrective action, and closure of warranty and field-return issues.
Your Role
Develop operational processes, warranty governance, KPI reporting, return-tracking mechanisms, and continuous-improvement initiatives that reduce warranty exposure and improve customer satisfaction.
Owns returned product investigations, Establishes RMA operations, Builds warranty analytics and reporting.
Work closely with OEM customers, Product Engineering, Software Engineering, Program Management, Manufacturing, Supply Chain, Service Operations, and future Quality teams to ensure timely investigation, disposition, and closure of warranty and field-return issues.
1. Assess, Map, and Transform the RMA Process
Assess and optimize end-to-end RMA processes and workflows.
Design scalable RMA/warranty processes with clear governance.
Drive process transformation and continuous improvement.
2. Warranty Operations Leadership Responsibilities
Lead end-to-end warranty return and RMA operations.
Serve as the primary customer interface for warranty issues, investigations, and escalations.
Manage RMA authorization, claim validation, product tracking, and case closure.
Ensure compliance with OEM warranty requirements.
Establish warranty processes, governance, procedures, and escalation frameworks.
3. Returned Product Evaluation & Failure Analysis Responsibilities
Lead failure analysis, RCA, 8D, NTF, and corrective actions.
Analyze warranty claims, return, and field failures.
Support Weibull, reliability, and predictive analysis.
Develop warranty dashboards and reports.
4. Systems & Digital Enablement (10%) Responsibilities
Support implementation of warranty systems and define business requirements for RMA tools and Develop reporting and dashboard requirements.
Work with SAP, Power BI, PLM and case-management systems.
Your skills and experience
Bachelor’s degree in engineering, Quality, Manufacturing, Operations, or a related technical discipline.
Strong experience within the automotive, mobility, OEM, Tier-1, or related engineering/manufacturing industry.
Hands-on experience with Warranty Management, RMA, product returns, or field-quality operations.
Experience leading returned-product investigations and Failure Analysis / Root Cause Analysis.
Strong knowledge of structured problem-solving methodologies: 8D, 5 Whys, Root Cause Analysis, FMEA/FMECA, Corrective and Preventive Actions
Understanding of automotive quality processes, including APQP and PPAP.
Experience interacting directly with OEM customers on warranty, quality, technical, or field-failure issues.
The base compensation range for this role in the posted location is: $82,082 - $193,440/year
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for