Return Merchandise Authorization (RMA) Coordinator

At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s 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.

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

• Associate’s 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

• Bachelor’s 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.

• Associate’s 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.