The RMA and Technical Support Coordinator provides first-level technical support for customers and internal teams while coordinating product returns, repairs, replacements, and related documentation.
This role is well suited for someone with help desk or desktop support experience who is organized, communicates clearly, and can manage technical issues from initial intake through resolution. The coordinator will perform basic troubleshooting, document issues, maintain accurate records, coordinate with Engineering and Production, and keep stakeholders informed of status.
Responsibilities will include, but not be limited to the following:
- Receive, document, prioritize, and process RMA and technical support requests.
- Provide first-level troubleshooting for computer hardware, software, and electronic systems using established procedures and knowledge-base articles.
- Gather relevant information and escalate complex problems to Engineering or other technical teams.
- Coordinate product repairs, replacements, and returns with internal and external customers.
- Maintain accurate case, order, inventory, repair, and shipment information in tracking tools and the ERP system.
- Communicate status, next steps, and resolution information to customers and internal stakeholders.
- Monitor open requests and follow through until they are completed and closed.
- Identify recurring failures and provide information that supports root-cause analysis and process improvement.
- Assist with inventory checks, material availability, packing lists, and shipment documentation.
- Support production and regulatory documentation updates as needed.
Minimum Qualifications:
- Two or more years of experience in help desk, desktop support, technical support, RMA coordination, or a related customer-facing technical role.
- Experience troubleshooting computer hardware, peripherals, operating systems, and common software issues.
- Ability to gather technical information, document troubleshooting steps, and escalate issues appropriately.
- Strong customer service, written communication, and follow-through skills.
- Ability to manage multiple requests and priorities in a ticket-based or fast-paced environment.
- Experience using ticketing systems, ERP systems, CRM systems, or other business tracking tools.
- Strong attention to detail and record accuracy.
Preferred Qualifications:
- Experience supporting desktops, servers, electronic equipment, or manufactured products.
- Experience in an electronics manufacturing, aerospace, defense, or technology environment.
- Familiarity with RMA, inventory, shipping, and repair processes.
- CompTIA A+ certification or similar technical training.
- Experience with Jira, Confluence, Oracle NetSuite/Fusion (or ERP/MRP equivalent), Microsoft Windows and Microsoft Office applications.
Compensation and Benefits
$54,000 - $80,000 per year
The above range is specific to CALIFORNIA and may not be applicable to other locations. Final compensation is based on factors such as the candidate's skills, qualifications, and experience.
We offer a very attractive compensation package including competitive base salary, company performance-based profit sharing, 401k, 100% employer paid health benefits (medical, dental, vision, life, std, ltd, and life insurance plans).
No relocation reimbursement provided.
This position description is not intended to be a complete listing of activities, duties or responsibilities that are required of the employee holding this position. Duties, responsibilities and activities may be changed or others may be assigned at any time by the Company with notice to the employee.
Shield AI is an equal opportunity employer. We are committed to providing access and opportunities to individuals with disabilities. If you are an applicant who is unable to fully utilize/access our application process because of a disability, Aechelon Technology will provide a reasonable accommodation. Please send an email to dl-aechelon_hr-team@shield.ai to request that accommodation, and please be sure to include a detailed description of your requested accommodation, your name and preferred method of contact.