RMA Specialist

SmallHD designs and manufactures cutting-edge display products for both the independent filmmaker and cinema industry. Our monitors are being used worldwide to consistently provide creative professionals with real-time confidence in their image. SmallHD products are known for their durability, premium display quality, and incredible user interface.

You will manage the end-to-end RMA process, including intake and triage of returned items for repair, verifying warranties, documenting cases, and coordinating logistics to ensure timely resolutions. You’ll also support customers and team members directly, providing clear updates and solutions while keeping records accurate and organized.

• Evaluate arriving RA shipments and confirm their contents against documentation
• Record physical states of returned devices, noting any external impairments
• Decide on the eligibility of hardware for servicing or hardware swaps
• Transition units to the technician group alongside comprehensive case summaries

• Input RA specifics into the Xtuple ERP system with precision. Will be replaced with Salesforce.
• Handle ticket logs within Salesforce, capturing all relevant updates
• Monitor freight and adjust stock levels as units progress through the facility

• Connect with clients via phone or email regarding transport and repair progress
• Validate coverage terms and service agreement statuses
• Distribute cost estimates and transaction portals for non-covered repairs
• Transfer complex billing inquiries or payment conflicts to the Service Lead

• Manage outgoing shipping through Fed Ex Ship Manager, UPS World Ship, or Ship Station
• Guarantee rapid processing and precise destination details for all shipments

• Secondary school degree or an equivalent credential
• One to three years in technical assistance or repair environments
• Commitment to thoroughness and reliable record-keeping practices
• Articulate and professional interactions across all communication channels
• Competence in resolving friction and addressing customer frustrations
• Capacity to remain focused while positioned for long durations
• Eagerness to master various platforms including ERP, Shopify, and Smartsheet

• Direct involvement in assembly or electronic verification tasks
• Background in warehouse or stock control workflows
• Previous experience in high-touch customer roles
• Interest in the field of cinema and content production

• This position is based in the Cary, NC office
• Reporting to Service Program Manager
• This position is full time

• Great people, great work environment
• Health Insurance (incl. dental and vision)
• 401(k) Matching
• Fun events throughout the year
• A fast-growing company with room to grow