RMA Repair Technician

About the role

The RMA (Return Merchandise Authorization) Repair Technician Coordinator bridges logistics and hands-on hardware repair. This role will authorize and process customer returns, physically diagnose and repair faulty equipment, and coordinate with internal teams (engineering, quality assurance, and sales) to ensure efficient resolutions and improve product quality.

Responsibilities

• Diagnose returned products, assemblies, and components down to the component or board level
• Perform diagnostic testing and failure analysis to determine the root cause of defects
• Perform necessary hardware repairs, calibrations, or part replacements according to manufacturer guidelines
• Write detailed failure analysis reports and update repair logs
• Help in maintaining and establishing processes and procedures to ensure that RMA's are processed and closed in a timely manner
• Efficiently prioritize and manage multiple requests simultaneously
• Escalate problems as appropriate
• Driving cost reductions through product and process improvements
• Continuous quality improvement in Rolled Throughput Yield (RTY)
• Collection of data and the correlation of failures, driving the actions required to solve the issues to root cause
• Ensures the product is exceeding our customer requirements of quality, reliability, and our internal goals of cost and delivery
• Duties as assigned
• Must be able to sit, stand, walk, and bend for long periods of time
• Overtime as needed

Qualifications

• Technical diploma, associate's degree in electronics/engineering, or equivalent hands-on experience
• 5 years of experience in electronic manufacturing environment preferred
• Minimum of 3 years in hardware repair, warranty administration, or reverse logistics operations
• Working Knowledge of Six Sigma and Greenbelt Tools
• Proficiency with soldering, SMT & Electronic manufacturing processes
• Experience handling and testing of RF components
• Familiarity with ERP systems (e.g., SAP, Oracle) and MS Office (especially Excel)
• Must be able to communicate in both written and spoken English