RMA Technician

Brivo•Rockville, MD

5d•$60,000 - $65,000

About The Position

The RMA Technician is responsible for the thorough testing, diagnosis, and root cause analysis of hardware returned via the RMA (Return Merchandise Authorization) process. This role ensures that all defective products are accurately evaluated, documented, and properly categorized, providing essential data to the engineering, support and manufacturing teams to drive product improvement and reduce future returns.

Requirements

An Associate’s Degree in Electronics, Computer Engineering Technology, or a related technical field is preferred; equivalent technical certification and professional experience may be considered.
2+ years of hands-on experience in electronic repair, component-level troubleshooting, or failure analysis of complex hardware products.
Expert ability to read schematics, wiring diagrams, and technical specifications.
Testing Equipment Proficiency: Skilled use of oscilloscopes, digital multimeters, spectrum analyzers, and power meters.
Software/Firmware Knowledge: Basic understanding of embedded systems, firmware flashing, and command-line interfaces for network diagnostics.
Proficient in using ERP/CRM systems (e.g., SAP, Salesforce) and Google Sheets for data logging and reporting.
Meticulous approach to diagnosing failures and documenting every step of the testing process.
Strong analytical and critical thinking skills to trace complex problems to their root cause.
Ability to communicate technical findings clearly, both verbally (to engineering) and in writing (in reports).
Proven ability to manage a queue of work, prioritize tasks, and work independently with minimal supervision.

Nice To Haves

Proficiency in soldering techniques for component-level repair is a significant plus.

Responsibilities

Receive and Triage: Log and manage incoming defective units, verifying serial numbers, RMA information, and reported failure symptoms against the customer's claim to ensure accurate processing.
Deep Diagnostics: Conduct detailed, multi-stage electrical and functional testing to accurately replicate the reported failure and isolate the defective component (e.g., circuit board, sensor, firmware error).
Root Cause Analysis (RCA): Employ advanced diagnostic tools (multimeters, oscilloscopes, specialized software) to determine the exact cause of failure (e.g., manufacturing defect, component failure, environmental damage, user installation error).
Repair/Refurbishment: Perform minor maintenance or module swaps on certain product lines as required, preparing units for refurbishment or re-entry into inventory.
RMA Data Integrity: Ensure all test results, findings, and diagnostic steps are meticulously recorded in the CRM/ERP/RMA tracking system (e.g., Salesforce, NetSuite).
Failure Reporting & KPIs Metrics: Prepare detailed failure analysis reports, including photographs, test logs, and conclusive findings, to be shared with the Engineering and QA departments. Utilize categorized failure data to develop and maintain key performance indicators (KPIs) and quality metrics.
Inventory Control: Accurately categorize failed units (e.g., No Fault Found, Component Failure, Customer Damage) to ensure correct credit, replacement, or scrap processing.
Cross-Functional Feedback: Act as the primary technical liaison between the field service teams (installers/technicians) and internal engineering, communicating recurring installation and product issues.
Process Improvement: Recommend improvements to product design, installation guides, and testing procedures based on trends identified in returned hardware.
Tool Development: Maintain and calibrate diagnostic equipment and assist in developing new, more efficient test methodologies.