Specialist, Rma

**ABOUT WOLF**

WOLF’s proven technology integrates high-resolution video and data: Capture, Process, Encode and Display for XMC, PMC, MXM, 3U/6U-VPX COTS boards, feature tailored MCOTS, and full custom design solutions. Our products are designed, manufactured and tested to perform in extreme environmental conditions utilizing the latest generation GPU processing technologies.

**Job Title: RMA Specialist, Quality**

**Overview**

**Customer-Centric RMA Management**
- Serve as the point of contact for any RMA-related inquiries, ensuring a high-quality customer experience from initial contact to resolution.
- Evaluate and approve RMA requests based on product specifications, warranty terms, and company policy with an emphasis on responsiveness and transparency.
- Accurately generate and manage RMA authorizations within ERP/CRM platforms and maintain timely communication with customers throughout the return process.

**Operational Logistics & Coordination**
- Operate within the RMA logistics workflow, including coordinating inbound/outbound shipments, working with logistics partners.
- Ensure prompt verification and documentation of all returned products per standard operating procedures (SOPs).

**Technical Inspection & Product Restoration**
- Perform thorough inspection and root cause analysis of returned products to determine appropriate corrective action.
- Execute repairs, refurbishments, upgrades or replacements when applicable, restoring returned units to meet original quality specifications.
- Maintain complete and accurate documentation of diagnostic findings, required corrective actions, and outcomes for traceability and continuous improvement.

**Quality Collaboration & Escalation**
- Work cross-functionally with Quality Assurance, Engineering, Technical Support, and Customer Service to address product performance issues, minimize repeat returns, and enhance product quality.
- Collaborate with external vendors or service providers when necessary, ensuring compliance with internal quality expectations and turnaround timelines.

**Data-Driven Insights & Reporting**
- Track, analyze, and report on RMA trends to identify quality signals, systemic defects, or opportunities for product/service enhancement.
- Provide regular feedback to the Quality and Engineering teams to drive upstream improvements.

**Compliance & Continuous Improvement**
- Ensure all RMA procedures align with internal policies, warranty coverage standards, and applicable regulatory requirements.
- Maintain detailed records to support audit readiness and feed into the broader quality management system (QMS).

**Qualifications**

**Education & Experience**
- Bachelor’s degree in engineering, or a related technical field - or equivalent experience in a quality-oriented environment.
- Minimum 2 years of hands-on experience in RMA operations, product returns, or technical support roles, preferably in electronics manufacturing or hardware setting.

**Skills & Competencies**
- Strong diagnostic and troubleshooting skills with technical equipment.
- Exceptional communication and customer-facing skills.
- Detail-oriented with strong documentation and organizational capabilities.
- Proficient in CRM/ERP systems and Microsoft Office Suite.
- Committed to delivering a best-in-class customer experience through quality excellence.

**Why This Role Matters**

As an RMA Specialist, you are not just managing product returns or enhancements—you are safeguarding our brand’s reputation, influencing product quality, and reinforcing customer trust. Your work directly contributes to WOLF’s continuous improvement initiatives and supports our commitment to delivering excellence at every stage of the customer journey.

**CITIZENSHIP REQUIREMENTS**

WOLF is a military and aerospace manufacturer requiring strict adherence to CGP and ITAR requirements.

Applicants must be able to provide valid documentation to show either Canadian or US citizenship, or Canadian Permanent Resident, and undergo a police check.

**HOW TO APPLY**

WOLF offers competitive compensation, supports work/life balance, provides opportunities to be coached and developed by some of the leading minds in this field, and to work on some of the worlds most sophisticated military and aerospace programs.

**Job Types**: Full-time, Permanent

Pay: $60,000.00-$70,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Paid time off
- Profit sharing
- Relocation assistance
- Store discount
- Vision care
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday

Work Location: In person