RMA & Engineering Support 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 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.