Return Merchandise Authorization (RMA) Coordinator

Motorola Solutions•Los Angeles, CA

2d•Hybrid

About The Position

Silvus Technologies, a wholly owned subsidiary of Motorola Solutions, is seeking an operations-focused Return Merchandise Authorization (RMA) Coordinator for its Applications Engineering team. Reporting to the Director of Applications Engineering, the coordinator will manage the end-to-end RMA process, maintain accurate inventory and case records, communicate with customers, and help oversee the customer support ticketing queue. The role supports timely repair turnaround and customer resolutions by tracking deliverables, monitoring service-level agreements, and coordinating with internal teams. The position is based at Silvus Technologies’ headquarters in West Los Angeles, California, on a hybrid schedule requiring at least three onsite days per week: Mondays, Wednesdays, and Thursdays. The work takes place in an office environment and includes occasional handling of packages weighing up to 20 pounds, occasional standing, walking, and bending, and frequent computer use. Travel and relocation are not provided. Candidates need an associate’s degree and one year of relevant experience, or a high school diploma/GED and three years of relevant experience. Applicants must be a U.S. Person (U.S. citizen or permanent resident); employment is contingent upon successfully clearing a background check and drug test. Compensation is $24–$28 per hour. The position is identified as New Grad.

Requirements

Associate’s degree and one year of experience in administrative coordination, customer support operations, order management, or RMA/logistics support; or a high school diploma/GED and three years of such experience.
Ability to meticulously track multiple repair cases and tickets simultaneously.
Strong written and verbal communication skills, including comfort contacting internal teams and external customers.
Proficiency 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.
Employment is contingent upon successful clearance of a background check and drug test.
Ability to lift and move packages up to 20 pounds occasionally.
Occasional standing, walking, and bending; frequent use of a keyboard, mouse, and computer monitors.

Nice To Haves

Bachelor’s degree preferred.
Experience using ticketing systems such as Zendesk, Jira, or Freshdesk.
Experience using CRM/ERP software such as Salesforce or Zoho.
Ability to accurately follow directions and improvise in grey areas.
Comfort working in a fast-paced environment.

Responsibilities

Process incoming return requests, generate RMA documentation, and coordinate receipt, repair, and return shipping of customer units.
Coordinate with shipping and receiving teams, RMA technicians, and Sales to prioritize case closures and meet turnaround service-level agreements.
Serve as the primary administrative contact for customers regarding repair status, shipping, repair quotes, and authorizations.
Maintain tracking logs in CRM software, update serial-number records, and generate repair orders or quotes as needed.
Compile and generate regular reports on RMA metrics, including volume, turnaround times, common return reasons, and repair costs.
Monitor the customer support ticketing system to ensure 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.
Track open tickets against internal service-level agreements and send reminders to technical team members to keep cases moving.
Assist with administrative customer account updates and documentation maintenance.
Perform other related duties as assigned.