RMA Supervisor

VIVOTEK USA Inc. (TAIEX: 3454), founded in Taiwan in 2000, is a global, technology-driven IP surveillance solutions provider that aims to provide the most trusted intelligent surveillance solutions to society. Due to the companys expansive technological capabilities in image, audio and AI, system integrators count on VIVOTEK to address end users needs for intelligent security, control, and management solutions. The company specializes in IP cameras, video management software, and edge AI video analytics. VIVOTEK has formed strategic alliances worldwide and works with over 180 authorized distributors across more than one hundred countries, with regional offices in U.S., Netherlands, India, Mexico, and Japan. In 2017, the company joined Delta Group, a global leader in power and thermal management solutions, to serve as the security and intelligence core for the Delta Building Automation Business.

Job Title: RMA Supervisor

Key Responsibilities

1. Logistics & Operations Management

Oversee end-to-end RMA workflows, including intake, inspection, testing, triage, repair, refurbishing, recycling, or vendor returns (RTV).
Optimize warehouse processing times to hit turnaround Key Performance Indicators (KPIs) such as cycle time, backlog reduction, and throughput.
Direct physical inventory management for defective, scrap, and refurbished stock.
Coordinate with warehouse teams, 3PLs (Third-Party Logistics providers), and repair depots to process incoming returns and manage stock accuracy.
2. Cross-Functional Collaboration & Quality Assurance

Partner with Quality Assurance (QA) and Field Engineering teams to track failure trends and feed defect data back to manufacturing.
Coordinate with Sales, Customer Support, and Account Management to resolve escalated customer warranty disputes or out-of-box failures (DOA).
Work with Supply Chain and Finance to manage vendor credits, warranty claims, and vendor return authorization processes.
3. Enterprise Systems & Process Optimization

Maintain and optimize RMA module configurations within ERP (e.g., SAP, Dynamics) and CRM platforms (e.g., Salesforce).
Standardize standard operating procedures (SOPs) for packaging, labeling (such as tamper-evident controls), and hardware handling to prevent fraudulent returns.
Ensure adherence to shipping regulations (such as ITAR or international export/import rules, if applicable) and maintain audit-ready documentation.
4. Team Leadership & Metric Reporting

Manage, train, and mentor RMA leads, technicians, and reverse logistics staff.
Track and present executive metrics: warranty costs, return rates, disposition velocity, and scrap values.
Qualifications:

Education:

Bachelors degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Engineering, or a related field (or equivalent experience).
Professional certifications such as APICS/ASCM, Lean Six Sigma, or equivalent are a plus.
Experience:

5+ years of experience in Reverse Logistics, RMA Operations, Supply Chain, Warehouse Operations, or a related field.
2+ years of experience leading or supervising warehouse, logistics, repair depot, or service operations personnel.
Experience managing end-to-end RMA processes including returns intake, inspection, testing, repair coordination, refurbishment, vendor returns (RTV), and disposition management.
Strong knowledge of inventory management, cycle counting, stock accuracy, and disposition tracking for defective, refurbished, and scrap inventory.
Hands-on experience with ERP systems such as SAP, Microsoft Dynamics, Oracle, or similar enterprise platforms; experience with Salesforce or other CRM systems preferred.
Advanced proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook), particularly Excel for reporting, KPI tracking, and data analysis.
Experience working cross-functionally with Quality, Engineering, Supply Chain, Finance, Sales, Customer Support, and third-party logistics providers (3PLs).
Strong leadership, communication, customer service, and problem-solving skills, with experience managing warranty claims, customer escalations, and product quality issues.
Experience developing SOPs, maintaining audit-ready documentation, and ensuring compliance with shipping, import/export, and regulatory requirements.
Ability to thrive in a fast-paced environment, manage multiple priorities, meet operational targets, and work onsite in our Fremont, CA office 5 days per week.
VIVOTEK is dedicated to being an equal employer, fostering a diverse and inclusive workplace where everyone has equal opportunities for growth and recognition, free from discrimination or bias. We promote diversity in recruitment, creating an environment where all individuals feel safe, supported, and empowered to thrive.

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Paid time off
Retirement plan
Vision insurance
Work Location: In person