RMA and Engineering Coordinator

Aechelon-Technology-Inc.; South San Francisco (CA); On-site; USD 54,000 - 80,000; Full time

Benefits offered by this job

Profit sharing

401k

Employer-paid health benefits

Job summary

Aechelon Technology, Inc. is seeking a RMA and Technical Support Coordinator to deliver first-level technical support, document issues, and coordinate returns, repairs, and documentation.

The role emphasizes clear communication, organized ticket handling, and collaboration with Engineering and Production to resolve customer inquiries promptly. Ideal candidates bring help desk or desktop support experience, strong problem-solving skills, and attention to detail.

Qualifications

• Two+ years in help desk, desktop or technical support, or RMA coordination.
• Experience troubleshooting hardware, peripherals, OS, and software issues.
• Ability to document steps and escalate issues.
• Strong customer service, written communication, and follow-through.

Responsibilities

• Receive, document, prioritize, and process RMA and technical support requests.
• Provide first-level troubleshooting for hardware, software, and electronic systems.
• Escalate complex problems to Engineering or other teams.
• Coordinate product repairs, replacements, and returns.
• Maintain accurate case, order, inventory, and shipment information in systems.
• Communicate status and resolution steps to customers and stakeholders.
• Monitor requests and close them when resolved.
• Assist with inventory checks and shipment documentation.

Skills

Customer service

Troubleshooting

Documentation

Prioritization

Education

CompTIA A+ certification

Tools

Jira

Confluence

Oracle NetSuite/Fusion

ERP systems

CRM systems

Ticketing systems

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 **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.

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 **escalate** issues appropriately.
• Strong customer service, written communication, and follow-through skills.
• Ability to manage multiple requests and priorities in a ticket-based or fast-paced environment.
• Experience using ticketing systems, ERP systems, CRM systems, or other business tracking tools.
• Strong attention to detail and record accuracy.

Preferred Qualifications:

• Experience supporting desktops, servers, electronic equipment, or manufactured products.
• Experience in an electronics manufacturing, aerospace, defense, or technology environment.
• Familiarity with RMA, inventory, shipping, and repair processes.
• CompTIA A+ certification or similar technical training.
• Experience with Jira, Confluence, Oracle NetSuite/Fusion (or ERP/MRP equivalent), Microsoft Windows and Microsoft Office applications.

Compensation and Benefits

$54,000 - $80,000 per year

The above range is specific to CALIFORNIA and may not be applicable to other locations. Final compensation is based on factors such as the candidate's skills, qualifications, and experience.

We offer a very attractive compensation package including competitive base salary, company performance-based profit sharing, 401k, 100% employer paid health benefits (medical, dental, vision, life, std, ltd , and life insurance plans).

This position description is not intended to be a complete listing of activities, duties or responsibilities that are required of the employee holding this position. Duties, responsibilities and activities may be changed or others may be assigned at any time by the Company with notice to the employee.

Aechelon Technology is an equal opportunity employer. We are committed to providing access and opportunities to individuals with disabilities. If you are an applicant who is unable to fully utilize/access our application process because of a disability, Aechelon Technology will provide a reasonable accommodation. Please send an email to [e-mail] to request that accommodation, and please be sure to include a detailed description of your requested accommodation, your name and preferred method of contact.