Customer Service (RMA) Manager

Job description

Job Summary: Mercury Systems is seeking an experienced and driven RMA (Return Material Authorization) Manager to lead our customer returns, repair, and service operations at our Torrance, CA facility. This role is critical in ensuring world-class customer support, operational excellence, and compliance within a high reliability aerospace and defense environment. The ideal candidate brings strong leadership, technical understanding, and a passion for improving processes that directly impact customer satisfaction. Job Responsibilities: - Oversee the end-to-end RMA lifecycle, including intake, evaluation, repair, testing, documentation, and return shipment. - Ensure all RMA activities meet internal quality standards, customer requirements, and regulatory obligations. - Develop and maintain RMA policies, workflows, and performance metrics. - Serve as the primary point of contact for RMA related customer communications. - Partner with Quality, Engineering, Program Management, Supply Chain, and Manufacturing to resolve technical issues and drive corrective actions. - Provide timely updates to internal stakeholders and customers on RMA status, root cause findings, and repair outcomes. - L...