RMA Technician

Description

• Perform minor maintenance or module swaps on certain product lines as required, preparing units for refurbishment or re-entry into inventory
• Employ advanced diagnostic tools (multimeters, oscilloscopes, specialized software) to determine the exact cause of failure (e.g., manufacturing defect, component failure, environmental damage, user installation error)
• Accurately categorize failed units (e.g., No Fault Found, Component Failure, Customer Damage) to ensure correct credit, replacement, or scrap processing
• Conduct detailed, multi-stage electrical and functional testing to accurately replicate the reported failure and isolate the defective component (e.g., circuit board, sensor, firmware error)
• Prepare detailed failure analysis reports, including photographs, test logs, and conclusive findings, to be shared with the Engineering and QA departments. Utilize categorized failure data to develop and maintain key performance indicators (KPIs) and quality metrics.
• Ensure all test results, findings, and diagnostic steps are meticulously recorded in the CRM/ERP/RMA tracking system (e.g., Salesforce, NetSuite)
• Act as the primary technical liaison between the field service teams (installers/technicians) and internal engineering, communicating recurring installation and product issues
• Log and manage incoming defective units, verifying serial numbers, RMA information, and reported failure symptoms against the customer's claim to ensure accurate processing
• Recommend improvements to product design, installation guides, and testing procedures based on trends identified in returned hardware
• Maintain and calibrate diagnostic equipment and assist in developing new, more efficient test methodologies

Requirements

• Expert ability to read schematics, wiring diagrams, and technical specifications
• Meticulous approach to diagnosing failures and documenting every step of the testing process
• Software/Firmware Knowledge: Basic understanding of embedded systems, firmware flashing, and command-line interfaces for network diagnostics
• An Associate’s Degree in Electronics, Computer Engineering Technology, or a related technical field is preferred; equivalent technical certification and professional experience may be considered
• Proficiency in soldering techniques for component-level repair is a significant plus
• Strong analytical and critical thinking skills to trace complex problems to their root cause
• Testing Equipment Proficiency: Skilled use of oscilloscopes, digital multimeters, spectrum analyzers, and power meters
• 2+ years of hands-on experience in electronic repair, component-level troubleshooting, or failure analysis of complex hardware products
• Ability to communicate technical findings clearly, both verbally (to engineering) and in writing (in reports)
• Proven ability to manage a queue of work, prioritize tasks, and work independently with minimal supervision
• Proficient in using ERP/CRM systems (e.g., SAP, Salesforce) and Google Sheets for data logging and reporting

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance