Returns and Support Coordinator

As a member of the WAV Technical Operations team, the RMA (Return Merchandise Authorization) and Support Coordinator is responsible for managing the product return process, including coordinating returns and supporting the evaluation and testing of wireless technology components. You will work closely with customers, sales, engineering teams, and the RMA Technician to ensure that all returned products are processed efficiently and according to quality standards.

This role is essential to maintaining customer satisfaction by ensuring the quick and accurate resolution of product issues.

• Qualifies incoming RMA requests and basic technical support inquiries received via our ticketing system (Freshdesk), chat, email, or phone.
• Creates, updates, and maintains RMA and technical support tickets in our ticketing system (Freshdesk) and ERP system (Net Suite).
• Communicates with customers throughout the RMA lifecycle, providing status updates, documentation requests, and return instructions.
• Issues RMA numbers, replacement orders, and related documentation.
• Coordinates vendor return authorizations (VRAs), including documentation, tracking, and confirming credit issuance with internal teams and vendors.
• Monitors ERP dashboards for RMA, VRA, credit, and order status changes; updates records as needed.
• Maintains accurate logs of all open, pending, and closed RMAs.
• Ensures compliance with internal processes, warranty policies, and vendor requirements.
• Works with the shipping and logistics team to ensure timely return shipments and replacements.
• Reviews and uploads evaluation notes, photos, and documentation.
• Ensures all evaluation findings—such as root cause, tampering evidence, and test results—are accurately recorded in Freshdesk and Net Suite.
• Prepares and distributes RMA summary reports to internal teams.
• Relays documented trends, recurring failure patterns, and field issues to engineering and product teams.
• Escalates technical support issues to engineering and serves as a liaison between customers, engineering, and vendors.
• Coordinates with certified electronics recyclers to schedule pickups and obtain Certificates of Destruction.
• Creates and maintains up‑to‑date process documentation and SOPs related to the RMA workflow.
• Supports quarterly inventory counts by reconciling RMA inventory against ERP records.
• Assists with staging pre‑configuration projects as needed.
• Performs additional duties as assigned.

• Maintain a clean, neat, and orderly work area.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong understanding of wireless technology solutions and their applications.
• Familiarity with return policies, warranty processes, and quality control standards in a distribution environment.
• Experience working with CRM or ticketing systems to manage customer communications and track return statuses.
• Hands‑on experience with testing and diagnostic equipment. Strong organizational, problem‑solving, and analytical skills.
• Strong communication, and interpersonal skills.
• Tenacity and creative thinking, problem solving skills.
• Proficiency in MS Office applications including Excel and PowerPoint. Net Suite experience a plus.
• Ability to thrive in a dynamic environment, shifting priorities quickly.
• Self‑motivated, solutions driven, with ability to track and manage progress.

Associate’s degree or equivalent experience in electronics, engineering or related field. 2+ years of experience processing RMAs, as a repair technician, in a quality control role and/or consultative pre‑sales technical support role.

Ability to read and interpret technical drawings, schematics, and product specifications. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to…