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Infinitum Electric is a technology company pioneering next-generation axial flux electric motors — lighter, more efficient, and more sustainable than conventional designs. Motors are deployed in mission-critical applications for hyperscale data center operators and industrial OEMs.
The Customer Quality & RMA Engineer serves as the primary technical interface between Infinitum and its customers on all quality-related matters. This role owns the complete RMA lifecycle from customer notification through root cause resolution and verified closure, ensuring every customer quality event is investigated rigorously, communicated transparently, and resolved permanently.
Key responsibilities include:
**RMA Management & Field Complaint Resolution:** Own the end-to-end RMA process from initial customer notification through receipt, inspection, root cause analysis, corrective action, and verified closure. Triage and prioritize incoming field complaints and warranty returns based on customer impact, failure mode severity, and strategic account importance. Conduct or coordinate physical inspection and failure analysis of returned motors and assemblies. Maintain accurate, real-time RMA tracking data including cycle time, failure mode distribution, and cohort maturity trends. Communicate RMA status, findings, and corrective actions to customers professionally and timely. Drive RMA rate reduction through systemic root cause analysis and closed-loop corrective action.
**Customer Quality Interface:** Serve as the primary quality point of contact for assigned customer accounts, including hyperscale data center customers and industrial OEM partners. Lead customer quality reviews, corrective action presentations, and quality performance reporting. Manage customer-specific quality requirements, special controls, and approval processes including FAI and PPAP where applicable. Respond to customer quality escapes with urgency — initiating containment within 24 hours and providing 8D corrective action reports within agreed timelines. Track and report customer-facing quality KPIs including RMA rate, field escape rate, warranty cost, and customer satisfaction metrics.
**Root Cause Analysis & Corrective Action:** Lead structured root cause investigations using 8D, 5 Whys, Ishikawa, and other lean problem-solving methodologies. Distinguish containment actions from permanent corrective actions and manage both with discipline and documentation rigor. Verify effectiveness of corrective actions through defined measurement periods before formal closure. Drive yokoten — horizontal deployment of lessons learned across product lines, manufacturing sites, and suppliers. Maintain a corrective action database tracking open and closed actions, owners, deadlines, and verification status.
**Quality Systems & Reporting:** Generate and maintain customer quality scorecards, RMA trend analyses, and warranty cost reports on a defined cadence. Contribute to monthly and quarterly quality business reviews with data-driven analysis. Support development and maintenance of quality documentation including control plans, FMEAs, inspection instructions, and acceptance criteria. Participate in internal audits and supplier quality activities.
Working conditions: Position operates primarily in office and engineering environment with regular visits to production areas at Infinitum HQ (Austin, TX) and Saltillo, Mexico. Frequent travel to customer sites is required. Role may involve handling returned motor assemblies for inspection and failure analysis.
**REQUIREMENTS:**
- Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or related technical field
- 4–6 years of experience in customer quality, field quality, or warranty engineering in a manufacturing environment
- Demonstrated expertise in 8D problem solving, root cause analysis, and corrective action management
- Experience managing RMA processes and interfacing directly with external customers on quality matters
- Proficiency with quality tools including FMEA, control plans, measurement system analysis, and statistical process control
- Strong written and verbal communication skills — ability to explain technical findings clearly to both engineering and non-technical customer audiences
- Proficiency with Microsoft Office Suite; experience with ERP systems and quality management software
**PREFERRED QUALIFICATIONS:**
- Experience in electric motors, power electronics, or electromechanical systems
- Experience supporting hyperscale data center, HVAC, or industrial OEM customers
- ASQ Certified Quality Engineer (CQE) or equivalent certification
- Familiarity with lean manufacturing principles and continuous improvement methodologies
- Experience with warranty cost analysis and field reliability data interpretation
- Six Sigma Green Belt or Black Belt certification
