London, GB, Remote

Job Term


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ocation: London Victoria, UK (Remote) + Manchester, UK

About the role and about You:

Come join one of the fastest growing and innovative firms seeking to bring better fitness and enjoyment to more people around the world in an exciting and social sports platform.

We are seeking a Senior RMA Quality Engineer to help us in managing customer product concerns and contribute to a world class quality organization in our fast-growing, non-traditional technology company.

The primary role of the Senior RMA Quality Engineer will be establishing a deep understanding of product quality issues through usage simulation, defect analysis, testing and consultation. You will work cross-functionally to ensure effective corrective action is taken to eliminate the root cause and prevent future product failures.

The secondary role you will own is the inspection, sorting, dispositioning and repairing of RMA products, establishing appropriate resources, systems and processes to provide a complete solution for the business. RMA product quality will be defined, systemized and locked-in so as to allow more customers to enjoy Zwift products more often and the cost of poor quality minimized.

This role is for you if you are…

Customer Driven 

You value Zwift end customers above all else and will strive to continually improve their experiences by understanding their needs and identifying any lapses in meeting them. You undertake work with a high degree of care and consideration, leading to a deep understanding of problems, their potential causes and impacts on the user. Meanwhile your failure analysis reports will provide industry-leading detail and insights that allow collaborators to complete their supporting activities in total alignment to the end customers and their quality concerns. Internally, you recognize the importance of providing a fantastic RMA Quality service to the organization.

A technical champion

As an Engineer, you are equipped with a wide range of technical skills and knowledge sufficient to carry out direct consumer product inspection, test, measurement, experimentation and simulation. You can deploy scientific theory and methods to relate customer concerns to fundamental design, specification, environmental and external factor causes in an objective and verifiable manner. You are comfortable working with Mechanical and Electrical systems, able to establish appropriate fault analysis plans with supporting lab equipment and test devices. Familiar with common production processes and related risks, you will be ready to proactively suggest and review corrective action proposals to achieve the most effective end result in the shortest time frame.

Critical thinker

You are able to use even limited information to gain insight into an issue and how it developed from a logical and cause-and-effect basis. You are able to think through analysis methods to identify process champions who would be best to support the issue review.  You are able to organize incoming data into easy to digest facts that will empower others to make decisions and assign resources to resolve the issue.  It is preferred that you are familiar with standard quality problem solving tools such as FAR Failure Analysis Reporting, 5-Whys, Ishikawa, 8D reports, NCR Non-conformance process, DOE (Design of Experiments and SPC Statistical Process Control.

A team player and process lead

Through your direct involvement resolving product quality issues you will work with other cross-functional teams including Community Support, Engineering, Operations, Product Marketing, and manufacturing partners.  You will be effective in rallying the needed resources to get cases closed quickly for your customers.  You will demonstrate the ability to listen, learn, and contribute to the team and you may be asked to lead process or product improvement initiatives. As a member of the Zwift Supply Chain Quality team you will demonstrate that we can be a key part of the team and bring out the best in everyone, exercising good judgment as to when to lead and when to follow for the betterment of the team's success.

 What you’ll do:

  • Work with Sales, Operations, Community Support, Engineering and Supply Chain teams to build end-to-end customer quality concerns management processes
  • Interpret and systemize customer product issues, ensuring they are robustly logged and monitored for complete quality service coverage
  • Identify and track Community Support case RMA samples called back for targeted defect analysis under known or new issues
  • Inspect, measure, test and simulate issues in returned samples to produce detailed Failure Analysis Reports
  • Translate issue awareness into new quality standards, requirements and operational processes that prevent future occurrence and help drive the company toward a scalable, robust quality organization
  • Communicate issue occurrence levels and resolution plans to the wider team
  • Develop and manage technical test facilities, equipment and systems for defect analysis
  • Source, qualify and manage suitable 3rd party test and consulting resources where needed
  • Monitor, detect and escalate all safety concerns according to company procedures
  • Interface and coordinate with internal stakeholders in the areas of engineering, purchasing, supply chain operations, manufacturing, finance, and sales 
  • Develop monthly return rates and return reason pareto analysis to identify highest frequency of common failures, detecting unusual trends resulting from quality issues
  • Champion Corrective and Preventive Action (CA/PA) upstream in the supply chain to drive resolution and improvements
  • Develop, update and manage RMA quality databases, policies, standards and physical assets
  • Be ready to learn more and do more exciting things everyday as part of a dynamic and passionate team

What we’re looking for:

  • 8+ years’ experience in a technical or quality role
  • 5+ years’ of industry experience in consumer electronics, telecoms, home appliances, sports & fitness equipment or automotive sectors
  • Familiar with customer support, RMA, inspection and repair processes
  • A strong understanding of Quality Assurance, Quality Control and related business processes in the consumer products sphere
  • Extensive knowledge of mechanical, electrical and scientific principles
  • Demonstrated ability to dive deep to understand, debug and communicate engineering problems and their solutions
  • Able to use quality improvement tools such as 8D, FAR, Ishikawa, 5-Whys, FMEA, DOE
  • A good level of computer systems and database abilities, including data analysis and reporting
  • A passion for excellence and customer satisfaction
  • Excellent communication skills and team work focus



How to stand out among the rest:

Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.

We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected] 

Zwift, Inc. is an Equal Opportunity Employer.

Transparency in Coverage: 

Health plan price transparency is designed to help consumers know the cost of covered items or healthcare-related services prior to the date upon which they receive care. Transparency in Coverage (TIC) regulations require health insurers and group health plans to create machine readable files (MRFs) that contain the negotiated rates for in-network providers and allowed amounts derived from historical claims for out-of-network providers and make those files publicly available.

Here is the link to the site on which Kaiser Permanente posts its in-network and out-of-network allowed amount machine-readable files (MRFs).

Here is the link to the site on which Anthem posts  its in-network and out-of-network allowed amount machine-readable files (MRFs). The link will allow you to search for your files using your Employer Identification Number (81-2798595)

Apply now