Return Merchandise Authorization (RMA) Coordinator

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Silvus Technologies a leading provider of advanced MANET and MIMO communications systems is reshaping mesh network technology for mission-critical applications on the ground in the air and at sea. Its battle-proven StreamCaster family of MANET radios and proprietary MN-MIMO waveform provides the vital communications link for defense law enforcement and public safety agencies around the world and in the toughest operational environments.

Silvus Technologies is a wholly owned subsidiary of Motorola Solutions Inc.

Would you like to join an incredibly talented group of people doing very challenging work with the prime directive of Keeping Our Heroes Connected

THE OPPORTUNITY

Silvus is seeking a Return Merchandise Authorization (RMA) Coordinator who will report to the Director of Applications Engineering on the Applications Engineering team. The successful individual in this role will manage the end-to-end RMA process ensuring timely turnaround accurate inventory tracking and seamless customer communication. Additionally this role helps oversee the customer support ticketing queue to monitor response times track aging tickets and coordinate ticket escalations to engineering teams.

This is an operations-focused role ideal for an organized communicator who thrives on process management tracking deliverables and keeping operations running smoothly.

This position is based at Silvus Technologies headquarters in the heart of vibrant West Los Angeles CA and is on a hybrid schedule. A minimum of 3 days onsite per week is expected. On-site days are Mondays Wednesdays and Thursdays.

The following is a list of at least some of the current essential job functions of the position. Management may assign or reassign duties and responsibilities at any time at its discretion.

ROLE AND RESPONSIBILITIES

• Process incoming return requests generate RMA documentation and coordinate the receipt repair and return shipping of customer units.
• Partner closely with internal shipping/receiving teams RMA technicians and the Sales team to prioritize case closures and meet turnaround Service Level Agreements (SLAs).
• Serve as the primary administrative point of contact for customers regarding repair status updates shipping repair quotes and authorizations.
• Maintain accurate tracking logs in CRM software update serial number records and generate repair orders or quotes when necessary.
• Compile and generate regular reports on RMA metrics (e.g. volume turnaround times common return reasons repair costs).
• Continuously monitor the customer support ticketing system to ensure new incoming inquiries are logged and routed to the correct technical personnel.
• Identify inactive unassigned or aging tickets and escalate them to assigned Sales Engineers or Support Leads to maintain prompt customer resolution times.
• Track open tickets against internal service level agreements sending friendly nudges or reminders to technical team members to keep cases moving forward.
• Assist in administrative customer account updates and documentation maintenance.
• Perform other related duties of which the above are representative.

REQUIRED QUALIFICATIONS

• Associates degree with 1 year of experience in administrative coordination customer support operations order management or RMA/logistics support; or High School Diploma/GED with 3 years of experience in administrative coordination customer support operations order management or RMA/logistics support.
• Ability to meticulously track multiple repair cases and tickets simultaneously without items slipping through the cracks.
• Strong written and verbal communication skills; comfortable reaching out to internal teams and external customers.
• Proficient in Microsoft Office (Excel Word PowerPoint) or Google Workspace.
• Ability to work independently with minimal direction to resolve administrative roadblocks.
• Must be a U.S. Person (U.S. Citizen or U.S. Permanent Resident) due to clients under U.S. federal contracts.
• All employment is contingent upon the successful clearance of a background check and drug test.

PREFERRED KNOWLEDGE SKILLS AND ABILITIES

• Bachelors Degree preferred.
• Experience using ticketing systems (e.g. Zendesk Jira Freshdesk) and CRM/ERP software (e.g. Salesforce Zoho).
• Ability to accurately follow directions and improvise in grey areas.
• Comfortable working in a fast-paced environment.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Office environment.
• While performing the duties of this job the employee is required to do the following:

• • Lift and move packages up to 20 lbs. occasionally when handling incoming/outgoing RMA units.
  • Occasional standing walking and bending associated with inventory verification.
  • Frequent use of keyboard mouse and computer monitors.

COMPENSATION: $24 - $28 / hourly

#silvuscareers

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

NOTE - As a US Federal Contractor Silvus Technologies requires that ALL candidates being considered for employment for any position (regardless of level) MUST be a U.S. Person (permanent resident or citizen). Stricter U.S. Citizen ONLY requirements (needed for some Engineering or R&D roles) will be included in the Required Qualifications section of the posted position. This does NOT apply to international positions; only job postings for positions located in the US.

• Associates degree with 1 year of experience in administrative coordination customer support operations order management or RMA/logistics support; or High School Diploma/GED with 3 years of experience in administrative coordination customer support operations order management or RMA/logistics support.
• Must be a U.S. Person (U.S. Citizen or U.S. Permanent Resident) due to clients under U.S. federal contracts.
• All employment is contingent upon the successful clearance of a background check and drug test.

NoneNoneNew GradYes

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.