Customer Program Specialist

The Customer Program Specialist manages end-to-end customer product return (RMA) workflows and services operations for our Space, Defense, and Commercial products. Acting as the primary customer liaison and internal project coordinator, this role ensures timeline evaluations, repairs, and communication throughout the service lifecycle. The Specialist collaborates closely with PMs, Engineering, Quality, Production, Supply Chain, and Finance to ensure accurate documentation, compliance, and customer satisfaction

Primary Responsibilities:

• Act as the primary point of contact for customer RMA and service-related communication
• Generate RMA authorizations and oversee the chain of custody for returned hardware
• Coordinate service workflow activities across Engineering, Quality, Supply Chain, and Finance
• Track RMA progress, identify bottlenecks, and drive schedule adherence
• Provide customers with evaluation results, repair scope, quotes, and delivery expectations
• Review technical findings from Engineering/Quality and translate them into customer-ready summaries
• Distinguish warranty vs non-warranty returns and support cost estimation
• Ensure all service documentation complies with AS9100, ITAR/EAR, and customer contract requirements
• Prepare monthly RMA metrics/reporting for PMO and Leadership review
• Support root cause analysis and corrective action (RCCA) activities when recurring issues are identified

Candidate Should be Able to Demonstrate:

• Managing customer expectations and communicating technical information in understandable terms
• Coordinating cross-functional activities with multiple internal departments
• Using systems such as ERP or Asana for service, RMA, or case management
• Understanding repair workflows for mechanical or electro-mechanical hardware
• Reading inspection notes, evaluation reports, or basic engineering documentation
• Maintaining compliance within aerospace quality systems (AS9100)
• Managing multiple RMAs simultaneously with appropriate prioritization

Skills and Qualifications:

• Bachelor's degree in Business, Engineering, Technical Management, Operations or related field (or equivalent experience)
• 3+ year of experience in aerospace, defense, industrial manufacturing, or other regulated industries
• Proficiency with ERP systems
• Strong analytical skills and ability to interpret technical information
• Ability to independently manage workload, timelines, and customer communication
• Strong problem-solving and process-improvement mindset

Ideal Candidates Will Have:

• Experience managing RMAs, service programs, or aftermarket support activities
• Understanding of root cause analysis and corrective action processes
• Background in mechanical or electro-mechanical components
• Ability to prepare professional customer-facing reports
• A desire to advance into Senior Specialist, Project Coordinator or Program Manager roles

ESI is a technology leader in cutting-edge servo motor controller technology for extreme environments. We specialize in desgining and manufacturing rugged, high performance motor control products for military, industiral, aviation, robotics, automotive and agricultural industries. Benefits include medical, dental, vision and 401k. Come join us at this exciting time as we expand operations.

As part of the ESI Motion's commitment to this overall process as an Equal Employment Opportunity ("EEO) Employer, we will ensure all aspects of employment, including recruitment, selection, job assignment, training, compensation, benefits, discipline, promotion,