Return and Repair; RMA Administrator

Teguar is a leading provider of cutting‑edge computer solutions including slim touch panel PCs, fully enclosed and waterproof touch computers, medical PCs, and Android‑based tablets.

We are currently looking for an experienced and motivated Return and Repair Administrator to join our growing enterprise. The position is full‑time.

This position is primarily responsible for overseeing all aspects of work orders for our Technical Service department. The role coordinates with the RMA & Tech Support Manager to ensure the successful completion of customer units in repair, manages billing for work completed, processes in/out VRMAs in a timely fashion, and ships repairs back to customers.

• Provides clear direction and general guidance to the RMA Computer Repair Technicians, to process repairs on industrial computers and rugged tablets by following established business processes that optimize departmental operations.
• Receives, logs, and prioritizes service requests from clients and ensures prompt assignment to appropriate repair technicians, monitoring progress to meet service‑level agreements (SLAs).
• Generates quotes for product repairs and shares invoices with customers, processing credit card payments from service and repair customers.
• Processes in/out VRMAs from and to vendors when repairs cannot be made in‑house.
• Provides assistance in verifying that repairs fully fixed the computer by logging results in the ticketing system.
• Picks parts for the RMA Computer Repair Technicians to expedite RMA turnaround times.
• Works on repairs during high‑volume periods of incoming RMAs, performing evaluations.
• Generates reports and documentation for analysis and compliance purposes.
• Identifies areas for improvement and contributes to process enhancements.
• Independently solves issues related to quality documentation, lead times, sourcing, planning production, and vendor communication.
• Acts as a liaison between customers and internal departments including Product Management, Sales, and Customer Support, in addition to vendors in the Supply Chain and customers.
• Directs the RMA Computer Repair team when the Supervisor is not present and escalates as needed.

• Strong organizational skills.
• Great attention to detail.
• Experience in a service department.

• Associate’s degree from a two‑year college or technical school, or one year of related experience in computer repair or a related field; or a minimum of three years of experience in lieu of an Associate’s degree; or an equivalent combination of education and experience.
• Technical skills (Electronic Hardware) required to successfully solve problems with vendors.
• Knowledge and/or experience with Quality Management Systems (ISO 9001 or ISO 13485) is a plus.
• Proven experience with vendor/customer communication in a professional setting.
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Experience working with international clients is a plus.
• Ability to work with Microsoft Word, Excel, and Microsoft Outlook.
• Eagerness to learn about our products and our markets.
• A true passion for learning about and leveraging new technology.
• Highly motivated self‑starter who does not require constant instruction to learn and is interested in continuously expanding their skill set.

• Rev Share Bonus Plan – quarterly and annual based on company performance.
• 401K matching.
• HRA (Health Reimbursement Account) covers medical, dental, and vision expenses.
• Gym membership reimbursement.
• Paid Holidays and PTO days.
• Birthday PTO and Volunteer Day.
• Culture Committee Program.
• Employee Referral Bonus Program.
• Modern office work environment with free drinks and snacks.