Customer Service (RMA) Manager - Torrance, CA

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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.

• Lead and mentor a team of RMA coordinators, technicians, and support staff.

• Establish clear performance expectations and foster a culture of accountability, continuous improvement, and customer focus.

• Ensure adequate staffing, training, and resource planning to meet service-level commitments.

• Track and analyze RMA trends, turnaround times, failure modes, and cost drivers.

• Drive process improvements using Lean, Six Sigma, or similar methodologies.

• Prepare regular reports for leadership on RMA performance, risks, and improvement initiatives.

• Ensure all RMA activities comply with AS9100, ISO standards, ITAR/EAR regulations, and Mercury Systems' internal procedures.

• Maintain accurate records, repair logs, test results, and traceability documentation.

• Support audits and customer reviews as required.

Required Qualifications:

• Bachelor's degree in Engineering, Operations, Business, or related field. Would also consider equivalent years of hands-on experience in lieu of a degree.

• Typically requires a minimum of 5 years of experience in RMA, repair depot, service operations, or product support.

• Proven leadership experience managing teams in a fastpacked technical environment.

• Strong understanding of root cause analysis, failure investigation, and quality systems.

• Excellent communication, customer facing, and cross functional collaboration skills.

• Working knowledge of ERP/MRP systems and service management tools.
• Must be able to obtain a clearance.

Preferred Qualifications:

• Experience with AS9100, ISO9001, and defense industry compliance requirements.

• Background in aerospace, defense, or high reliability electronics.
• Background in RF/microwave systems, or mission critical hardware.
• Familiarity with ITAR/EAR regulations.
• Active clearance preferred.

"This position requires you to have or obtain a government security clearance. Security clearances may only be granted to U.S. citizens."

Fulltime Equivalent Job Grade Salary Range for this position
* $87,100.00 - $182,900.00 annual salary for in-office or hybrid employees in FL, GA, IN, AZ, AL, MD or TX, and all remote employees
* $97,600.00 - $204,800.00 annual salary for in-office or hybrid employees in VA, CA, NH or MA
* $102,800.00 - $215,800.00 annual salary for in-office or hybrid employees in NJ

Mercury Systems is a technology company that makes the world a safer, more secure place. We push processing power to the tactical edge, making the latest commercial technologies profoundly more accessible for today's most challenging aerospace and defense missions. From silicon to system scale, Mercury enables customers to accelerate innovation and turn data into decision superiority. Headquartered in Andover, Massachusetts, Mercury employs more than 2,300 people in 24 locations worldwide. To learn more, visit mrcy.com

Our Culture

We are committed to making Mercury a great place to work, no matter where our employees are located. We offer a casual and enjoyable atmosphere that allows employees to learn and grow. We help and care for one another and work as one to achieve results for us and for our customers. We value communication and transparency, and strive to foster two-way dialogue at all levels of the organization. We are committed to lifelong learning, offering comprehensive skills training and tuition reimbursement. Whether you're just starting out on your career journey or you are an experienced professional, it's important to us that you feel recognized and rewarded for your contributions.

To find out more about Why Mercury?, or visit the Mercury Community or find answers to general questions at Mercury FAQs

Mercury Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Mercury Systems is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact the number below for assistance.

(978) 256-1300

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