RMA & Technical Support Lead

Xotic Pc•Lincoln, NE

8d•Onsite

About The Position

RMA & Technical Support Lead (On-Site - Lincoln, NE) Own the RMA pipeline. Lead technical escalations. Help our support team resolve issues faster and smarter. XOTIC PC is hiring an RMA & Technical Support Lead to run our end-to-end RMA operation and serve as the technical escalation point for our customer service team. If you're the type of person who loves solving hardware problems, keeping workflows organized, and guiding others through complex issues-this is a high-impact role on a fast-moving team. You'll manage RMAs from start to finish: customer returns, diagnostics, repair/rebuild coordination, and manufacturer warranty submissions (including shipping parts to OEMs and tracking them through completion). You'll also support our reps by answering technical questions, helping with escalations, and improving processes that reduce repeat tickets and returns. About XOTIC PC Since 1999, XOTIC PC has built high-performance custom gaming PCs, laptops, and workstations for customers nationwide. We're known for precision builds, serious testing, and real support. This role protects that reputation by ensuring issues are diagnosed correctly, documented cleanly, and resolved quickly.

Requirements

Strong PC hardware knowledge and troubleshooting ability (desktop experience required; laptop experience a plus)
Comfortable diagnosing issues and coordinating repair/rebuild work with a technical team
High attention to detail-accuracy matters in RMAs, serials, and case documentation
Clear communicator who can guide others and handle tense situations professionally
Ownership mindset: you follow through, close loops, and keep things moving
Experience with ticketing/CRM tools (Freshdesk and/or Zoho preferred)
Must be 18+ and on-site in Lincoln, NE

Nice To Haves

Experience handling RMAs (customer and/or manufacturer warranty processes)
2–4 years in technical support, PC repair, service operations, or a lead role
Familiarity with packing/shipping standards for electronics returns
Experience improving SOPs, checklists, or training documentation

Responsibilities

Manage RMAs end-to-end: intake → logging → diagnostics → resolution → return shipment
Receive, inspect, and accurately document inbound systems/parts (serials, condition, reported issue)
Perform baseline diagnostics and validation (POST checks, component testing, stress tests, issue replication)
Coordinate additional internal resources to complete repairs and rebuilds when needed -you'll route work to the right people, set priorities, and keep the RMA queue moving (you're not expected to do every teardown/rebuild yourself)
Partner with production/technical staff on advanced troubleshooting, teardown/rebuild, and final validation
Prepare and submit manufacturer warranty RMAs : ship parts to OEMs, track status, and follow up until resolved
Maintain daily visibility into open RMAs, aging cases, pending parts, and next actions
Keep detailed customer/internal notes inside CRM/ticketing so case status is always clear
Serve as the go-to technical resource for customer service reps when cases get complicated
Handle escalations when needed and provide clear direction to move cases forward
Help ensure consistent, high-quality customer communication across the team
Identify repeat issues and recommend workflow improvements to reduce ticket volume and prevent repeat RMAs
Create/maintain troubleshooting notes, checklists, and internal playbooks