RMA Senior Engineer

In Shakopee, MN

Cyber Power Systems (USA), Inc. seeks an RMA Senior Engineer in Shakopee, MN for inspection, rework, maintenance, product quality control, and various analysis reports for returned consumer electronics products in the U.S. market. This position requires using technical knowledge and experience to examine, analyze, report, and then repair or rework various units (3-phase UPS, DC UPS, UPS, surge, etc.). This position proactively seeks effective collaboration and unified team operations to achieve goals and objectives and provides accurate and prompt support for all CyberPower’s product lines. The specific position responsibilities include:

  • Perform failure analysis on connected equipment claim units and provide comprehensive failure analysis reports including findings, conclusions, and corrective action options for more involved incidents;
  • Test, document, and complete warranty services for customer support cases, including battery and parts fulfillment;
  • Follow guidelines to transition complex cases to CPS RMA Engineering;
  • Support CPU applications engineering with enterprise accounts, test outgoing replacement product, and provide reporting for quality improvement;
  • Perform preliminary analysis of failed units, including consultation with customer support, product management and applications engineering before units are sent to CPS for evaluation;
  • Act as liaison between CPS engineering team and CPU product development, applications engineering, and management teams providing insights and evaluations as requested;
  • Process and provide realistic solutions for applications, offering technical insight and support as needed;
  • Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly;
  • Assist CPS RMA Engineering teams when CPU responsibilities are completed;
  • Promptly answer related phone calls, emails, and other electronic communications professionally and provide timely day-to-day support for customer service and warehouse teams and others as requested;
  • Maintain knowledge of emerging new technologies to assist customers who have adopted them;
  • Manage, prioritize, and resolve or escalate support requests as appropriate; and
  • Work diplomatically and effectively while adhering to company policies, procedures, and plans.

We require a Bachelor’s degree in Electronics Engineering, Electrical Engineering, or a closely related electronics field. We also require one year of experience working with power supply products, including power back-up systems, system level power design, data center applications, and power related specifications and requirements.

Please apply online at https://www.cyberpowersystems.com/careers/ or send resume to Elizabeth Kimura at na.recruiting@cyberpower.com

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