Quality and Warranty Operations Manager


Des Moines DC_ARC Washington

0 year(s)
Job Description
Who We Are

Our mission is to create the most innovative tools for our consumers to provide the best experiences, push the sports, and strengthen the culture. K2 was born in 1962 as America’s ski company on Vashon Island in Washington State’s Puget Sound. Renamed in 2003 as K2 Sports and now based in Seattle, the company today is an international portfolio of world-renowned brands recognized as leaders in the innovation, marketing, and quality of our products and services. Driven by passion for our sports and enthusiasts, we make alpine skis, snowboards, snowshoes, in-line skates, and Nordic ski equipment, apparel, and accessories.


Position Overview

The QC and RMA Manager will be responsible for improving all products' reliability, performance, and durability so that all outgoing goods conform to organizational promises on quality. They will also ensure that competitive advantage is maintained through efficient end-to-end returns management. All returns merchandise is to be dealt with promptly so that movement of goods in the reverse channel is swift and customer requests for credit/replacement are met on time.



Previous experience in Quality Control and/or Return Logistics Managements

Ensuring legal obligations are followed and ensuring compliance with regulatory bodies and with health and safety guidelines.

Inspecting the final output, comparing it to the requirements, and approving or rejecting the final products.

Responsible for Return Material Authorizations Department

Keeping accurate documentation and performing statistical analysis.

Gaining feedback from the clients, attending meetings, submitting reports, and assisting external auditors and inspectors.

Devise, maintain, control, and continually improve process for returns logistics management, ensuring that it keeps in line with company policies for returns.

Devise, maintain, control and continually new product or product change process in close liaison with product development team.

Responsible for signing off on all new products and any fundamental product changes.

Devise, maintain, control, and continually improve process for quality control, ensuring that procedure and products meet customer requirements.

Develop departmental KPIs and SOPs for the returns as well as quality control process and ensure KPIs are recorded, tracked, and reported monthly to senior management.

Manage the return process flow to be accurate, well documented, well organized and efficient.

Conduct daily RMA inspection for returned goods, booking in, appropriate dispositioning and crediting in a timely and efficient manner. Ensure all relevant information is logged accurately and promptly.

Write and review reports to customers for "Return to Customer" unfaulty products and ensure these are sent out daily.

Maintain and enforce good housekeeping in the area in line with 5S, Lean and Kanban principles.

Liaise internally, provide support to After Sales Customer Service and Stock Control so flow of goods is smooth.

Oversee inspectors, technicians, providing timely guidance, feedback and training where needed.

Understand end user requirements and translate them to measurable technical requirements (for goods inwards and outwards) to pass in house quality checks. Train relevant staff to conduct day to day quality checks.

Oversee inspection of both goods inwards and goods outwards (final product), conduct electrical safety and quality checks, compare it to established requirements and approve or reject tested products.

Take measures to proactively control occurrence of nonconformities through SPC, data analysis and relevant quality management tools. Direct and manage immediate corrective and preventive actions.

Design, implement, manage, and standardize Quality Control through appropriate level of batch sampling activities on goods inwards. (Applied to BCA Electronics)

Liaise with suppliers for goods not meeting internal specifications, hold them accountable and request immediate returns authorization and replacement where necessary.

Oversee regular internal quality audits and assist external auditors from regulatory committees.

Drive continuous improvement of QC and RMA procedure by liaising with Sales team so that customer satisfaction is ensured.


Minimum/Preferred Qualifications

Bachelor’s degree and/or related engineering, science, or business-based programs

Requires 5 years’ experience in the related area as an individual contributor. 1 - 3 years supervisory experience also required. Extensive knowledge of the function and department processes.

Advanced expertise in Microsoft tools, specifically in Excel.

Excellent verbal and written communication skills

Demonstrated ability to analyze and resolve problems.

Previous experience in production or manufacturing.

Experience in business administration may be advantageous.

Strong attention to detail, observation, organizational, and leadership skills.

In-depth knowledge of quality control procedures and legal standards.

Strong knowledge of mathematics, data analysis, and statistical methods.

Good technical and IT skills

Working knowledge of ISO 9000 family quality management system, data analysis and statistical methods.


K2-MDV Sports is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. View the EEO is the Law poster here http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf