Job Description
Highly organized and customer-focused Program Manager to serve as primary point of contact for RMA and FA activities supporting North America based customers. This role will lead cross-functional coordination between customers, suppliers, engineering teams, logistics, and quality organizations to ensure timely RMA processing, FA progress tracking, root cause analysis (RCA), and effective communication. The Program Manager will drive operational excellence, improve turnaround time (TAT), and provide clear governance and reporting for ongoing quality and reliability activities.
Responsibility
- Quanta Computer USA, Inc is seeking a highly organized and customer-focused Program Manager to service as the primary point of contact for RMA (Return Material Authorization) and Failure Analysis (FA) activities supporting North America-based suppliers and customers
- Lead cross-functional coordination between customers, suppliers, engineering teams, logistics, and quality organizations to ensure timely RMA processing, FA progress tracking, root cause analysis (RCA) , and effective communication
- Drive operation excellence, improve turnaround time (TAT), and provide clear governance and reporting for ongoing quality and reliability activities
- Coordinate directly with suppliers, engineering teams, quality organizations, and logistics teams to ensure alignment and timely execution
- Lead communication and follow-up activities with suppliers and other North America-based partners
- Represent company in customer-facing technical and operational meetings
- Build strong working relationships with customers, suppliers, and internal cross-functional teams
- Own end-to-end tracking and management of RMAs and FA activities
- Monitor and drive closure of open RMAs, FA reports, corrective actions, and root cause analysis (RCA)
- Establish clear logistics coordination and FA timelines once samples are received
- Drive continuous improvement of open RMA/FA turnaround time (TAT)
- Escalate critical issues and coordinate recovery plans when timelines are at risk
- Provide proactive weekly status updates, including current status, ETA, interim findings, and next steps
- Develop and maintain tracking dashboards and reports covering open RMAs
- ETA and closure timelines
- Lead or support bi-weekly quality review meetings with customers and internal teams
- Establish and maintain regular governance cadence with customers and internal teams
- Drive system improvements and operational efficiency across RMA and FA processes
- Identify gaps, risks, and process bottlenecks and implement corrective actions
- Ensure timely communication of RCA expectations and corrective action plans
Requirement
1. Education Level:
- Bachelor’s degree in Engineering, Supply Chain, Business, or related field
- MBA a plus
2. Work Experience:
- 5+ years of relevant experience in Program Management, Quality Operations, Failure Analysis, Engineering, or Supply Chain Operations
- Experience managing RMA, Failure Analysis workflows, and custom relations
- Strong understanding of hardware systems, manufacturing operations, and quality processes
- Excellent communication, organizational, and stakeholder management skills
- Ability to manage multiple priorities in a fast-paced cross-functional environment
- Experience supporting large enterprise customers and global suppliers is preferred
3. Needed Skills:
- Knowledge of servers, networking, or data center hardware environments
- Familiarity with RCA methodologies such as 8D, Fishbone, or FMEA
- Experience with quality management systems and operational tracking tools
- Excellent communication skills
- Mandarin speaking a plus
Pay: $120,000.00 - $160,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
