RMA and Engineering Coordinator

Aechelontechnology; South San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Aechelon Technology, Inc. seeks a RMA and Technical Support Coordinator to provide first-level technical support and coordinate product returns, repairs, and related documentation.

The role requires organized communication, ability to troubleshoot issues end-to-end, and collaboration with Engineering and Production to keep stakeholders informed.

Qualifications

• Two or more years of experience in help desk, desktop support, technical support, RMA coordination, or a related customer-facing technical role.
• Experience troubleshooting computer hardware, peripherals, operating systems, and common software issues.
• Ability to gather technical information, document troubleshooting steps, and escalate issues appropriately.
• Strong customer service, written communication, and follow-through skills.
• Ability to manage multiple requests and priorities in a ticket-based system.

Responsibilities

• Receive, document, prioritize, and process RMA and technical support requests.
• Provide first-level troubleshooting for computer hardware, software, and electronic systems using established procedures and knowledge-base articles.
• Gather relevant information and escalate complex problems to Engineering or other technical teams.
• Coordinate product repairs, replacements, and returns with internal and external customers.
• Maintain accurate case, order, inventory, repair, and shipment information in tracking tools and the ERP system.
• Communicate status, next steps, and resolution information to customers and internal stakeholders.
• Monitor open requests and follow through until they are completed and closed.
• Identify recurring failures and provide information that supports root-cause analysis and process improvement.
• Assist with inventory checks, material availability, packing lists, and shipment documentation.
• Support production and regulatory documentation updates as needed.

Job description

Aechelon Technology, Inc.is a leading producer of 3D simulator content, including Geospecific visual/sensor databases and realistic 3D models. We seek people who share our passion for real-time computer graphics and commitment to our mission of helping make our Nation’s pilots safer. We will give you a chance to work with some of the most talented people in the graphics industry.

The RMA and Technical Support Coordinator provides first-level technical support for customers and internal teams while coordinating product returns, repairs, replacements, and related documentation.

This role is well suited for someone with help desk or desktop support experience who is organized, communicates clearly, and can manage technical issues from initial intake through resolution. The coordinator will perform basic troubleshooting, document issues, maintain accurate records, coordinate with Engineering and Production, and keep stakeholders informed of status.

Responsibilities will include, but not be limited to the following:

• Receive, document, prioritize, and process RMA and technical support requests.
• Provide first-level troubleshooting for computer hardware, software, and electronic systems using established procedures and knowledge-base articles.
• Gather relevant information and escale complex problems to Engineering or other technical teams.
• Coordinate product repairs, replacements, and returns with internal and external customers.
• Maintain accurate case, order, inventory, repair, and shipment information in tracking tools and the ERP system.
• Communicate status, next steps, and resolution information to customers and internal stakeholders.
• Monitor open requests and follow through until they are completed and closed.
• Identify recurring failures and provide information that supports root-cause analysis and process improvement.
• Assist with inventory checks, material availability, packing lists, and shipment documentation.
• Support production and regulatory documentation updates as needed.

Minimum Qualifications:

• Two or more years of experience in help desk, desktop support, technical support, RMA coordination, or a related customer-facing technical role.
• Experience troubleshooting computer hardware, peripherals, operating systems, and common software issues.
• Ability to gather technical information, document troubleshooting steps, and escale issues appropriately.
• Strong customer service, written communication, and follow-through skills.
• Ability to manage multiple requests and priorities in a ticket-based or