About Aces Fuel Injection
Aces Fuel Injection develops performance engine management systems, ignition components, and related automotive products for DIY automotive enthusiasts, builders, dealers, installers, and professionals. Our products are technical, installation-sensitive, and support-intensive, requiring strong troubleshooting, customer communication, documentation, and follow-through.
As Aces continues to grow, we are looking for a Customer Service & RMA Operations Manager who can build, manage, and improve the operating structure behind our customer-facing support, technical support, RMA, warranty, returns, and customer experience processes.
Because our products are technical, installation-sensitive, and support-intensive, this role is critical to customer trust, brand reputation, repeat business, dealer/installer confidence, product-quality feedback, and long-term customer success.
Position Overview
The Customer Service & RMA Operations Manager will lead the customer service and technical support operation while building disciplined systems for RMA gatekeeping, warranty review, returns/refunds, exchanges, chargebacks, SOP compliance, training, QA, customer communication, product-quality feedback, and escalation management.
This is not a basic call center manager role. The right candidate will be a systems-oriented operations leader who can improve support quality, reduce repeat issues, strengthen documentation, create measurable accountability, identify product-quality trends, and ensure customers receive timely, accurate, and professional support.
Primary Mission
The primary mission of this role is to build a disciplined, measurable, and scalable customer service and RMA operation that improves customer confidence, protects brand reputation, reduces repeat support issues, strengthens product-quality feedback, and creates a closed-loop feedback system between Customer Service, Technical Support, RMA Testing, R&D, Quality, Warehouse, Finance, Marketing, Production/Manufacturing, and leadership.
Key Responsibilities Customer Service & Technical Support Operations
Lead the customer service and technical support team by establishing daily priorities, workflows, escalation paths, accountability standards, communication expectations, and performance goals.
Develop and enforce structured troubleshooting workflows for EFI systems, ECUs, handhelds/pro dashes, wiring harnesses, throttle bodies, fuel delivery, ignition-related issues, software/firmware updates, and installation-related concerns.
RMA, Warranty & Returns Management
Oversee the RMA process to ensure RMAs are issued only after proper diagnostic steps, evidence collection, installation review, customer communication, and documentation have been completed.
Coordinate RMA testing priorities, aging reports, customer status updates, testing notes, warranty evaluations, replacement recommendations, policy-based customer resolution decisions, and outbound customer communication.
Manage the customer-facing resolution process for returns, refunds, exchanges, chargebacks, inspection findings, warranty outcomes, and policy-based customer communication.
Field Quality & Product Defect Feedback Loop
Own the RMA-to-quality feedback process by ensuring returned products and customer-reported failures are accurately documented, classified, and escalated when they indicate a potential product quality, hardware, software, manufacturing, supplier, or production issue.
Track RMA defect trends by product type, component, serial number, batch number, firmware/software version, failure mode, customer installation condition, and repeat issue pattern.
Ensure confirmed or suspected product-quality issues are communicated to R&D, Quality, and Production/Manufacturing with clear testing notes, photos/videos when applicable, serial/batch information, customer impact, and recommended follow-up actions.
Partner with R&D, Quality, and Production/Manufacturing to turn RMA findings into root-cause review, corrective actions, inspection criteria updates, product improvements, software/firmware improvements, supplier or production feedback, and customer-facing documentation updates.
SOPs, Training & Quality Assurance
Create, improve, and enforce SOPs for customer service, technical support, RMA issuance, returns/refunds, chargeback documentation, escalations, public complaint handling, follow-up, and internal documentation.
Build a structured onboarding and training system for customer service and technical support employees, including product knowledge, troubleshooting expectations, communication standards, and RMA documentation requirements.
Create and manage QA scorecards and audit processes for calls, emails, messages, tickets, social media responses, RMA notes, and customer follow-up.
Own the internal knowledge base and customer education feedback loop by converting repeat support issues, RMA findings, and field-quality trends into troubleshooting guides, scripts, installation checklists, training materials, customer-facing documentation, and video-training topics.
Reporting, KPIs & Continuous Improvement
Build and maintain weekly dashboards for response times, ticket backlog, RMA aging, follow-up completion, QA scores, training completion, repeat RMA rate, no-issue RMA rate, confirmed defect rate, damaged/customer misuse rate, recurring failure modes, serial/batch trends, quality escalation status, corrective-action follow-up status, refund trends, chargeback trends, and public complaint response.
Use customer issue trends, RMA findings, support data, and product-quality feedback to identify process gaps, training needs, product feedback, documentation improvements, customer education opportunities, and corrective-action needs.
Customer Experience Recovery
Own escalated customer cases, unresolved support issues, repeat RMA cases, negative public feedback, dealer/installer escalations, and sensitive customer situations requiring professional recovery and follow-through.
Partner with R&D, Product Testing, Quality, Warehouse, Finance, Marketing, Production/Manufacturing, and leadership to ensure field issues become corrective actions, training content, product improvements, documentation updates, or process changes.
People Management
Manage hiring input, onboarding, performance coaching, scheduling/prioritization, accountability, and role clarity for the customer support/RMA operations team.
Set clear expectations for communication quality, documentation standards, escalation handling, customer follow-up, and compliance with approved processes.
Required Qualifications
5+ years of experience in customer service operations, technical support operations, warranty, RMA, service operations, customer operations, or a related field.
2+ years of experience managing a team or directly leading customer-facing operations, technical support, warranty/RMA, or service operations staff.
Proven experience building or improving SOPs, training systems, QA scorecards, KPIs, dashboards, escalation workflows, and support documentation.
Experience supporting technical, physical, or installation-sensitive products where customer issues require troubleshooting, evidence collection, issue classification, and cross-functional resolution.
Strong ability to manage both customer communication and internal process discipline.
Ability to work cross-functionally with R&D, Quality, Warehouse, Finance, Marketing, Production/Manufacturing, and technical personnel while maintaining ownership of the customer-facing resolution process.
Strong written communication skills, including clear customer updates, internal notes, escalation summaries, documentation, and policy-based explanations.
Strong spreadsheet, reporting, and dashboard skills.
Comfort using customer service platforms, CRM/helpdesk systems, order-management systems, shared trackers, dashboards, and reporting tools.
Ability to work primarily on-site in the Chattanooga, TN area.
Preferred Qualifications
Experience in automotive aftermarket, EFI, performance automotive, electronics, powersports, manufacturing support, technical product support, or similar technical customer-facing environments.
Experience managing warranty claims, RMA testing workflows, product returns, refund policies, exchange decisions, or chargeback documentation.
Experience using RMA, warranty, or field-failure data to identify product quality trends, recurring defect patterns, production issues, supplier issues, or engineering improvement opportunities.
Experience with customer service platforms, CRM/helpdesk systems, call recording tools, QA audit tools, reporting dashboards, order-management systems, or similar operational tools.
Experience creating troubleshooting guides, installation checklists, customer scripts, training materials, or customer-facing knowledge-base content.
Experience handling public complaints, online reviews, social media customer recovery, dealer/installer escalations, or brand reputation issues.
Ability to understand or learn technical discussions involving ECUs, wiring harnesses, firmware/software updates, sensors, throttle bodies, fuel pressure, ignition/no-spark issues, voltage/grounding, and installation/configuration variables.
This Role May Not Be a Fit For Candidates Who
Have only managed basic call center scheduling or retail customer service teams without responsibility for process-building, SOPs, QA, KPIs, training, or escalations.
Prefer reactive complaint handling rather than building scalable systems and measurable operating processes.
Are uncomfortable working with technical products, troubleshooting workflows, warranty/RMA decisions, documentation, product-quality feedback, or cross-functional follow-through.
Do not want ownership of team accountability, customer communication standards, support quality, process improvement, and performance expectations.
Cannot manage accountability, performance expectations, documentation discipline, and customer communication standards.
Equal Employment Opportunity
Aces Fuel Injection, Inc. is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Application Question(s):
- How many years of customer service operations, technical support operations, warranty, RMA, service operations, customer operations, or a related field experience do you have?
- Do you have experience in automotive aftermarket, EFI, performance automotive, electronics, powersports, manufacturing support, technical product support, or similar technical customer-facing environments?
- Upon request are you able to provide an example of written communication skills, including clear customer updates, internal notes, escalation summaries, documentation, or policy-based explanations?
Work Location: In person
