RMA & Technical Support Lead

RMA & Technical Support Lead (On-Site - Lincoln, NE)

Own the RMA pipeline. Lead technical escalations. Help our support team resolve issues faster and smarter.

XOTIC PC is hiring an RMA & Technical Support Lead to run our end-to-end RMA operation and serve as the technical escalation point for our customer service team. If you're the type of person who loves solving hardware problems, keeping workflows organized, and guiding others through complex issues—this is a high-impact role on a fast-moving team.

You'll manage RMAs from start to finish:
customer returns, diagnostics, repair/rebuild coordination, and manufacturer warranty submissions (including shipping parts to OEMs and tracking them through completion). You'll also support our reps by answering technical questions, helping with escalations, and improving processes that reduce repeat tickets and returns.

Since 1999, XOTIC PC has built high-performance custom gaming PCs, laptops, and workstations for customers nationwide. We're known for precision builds, serious testing, and real support. This role protects that reputation by ensuring issues are diagnosed correctly, documented cleanly, and resolved quickly.

• Manage RMAs end-to-end:
  intake → logging → diagnostics → resolution → return shipment

• Receive, inspect, and accurately document inbound systems/parts (serials, condition, reported issue)

• Perform baseline diagnostics and validation (POST checks, component testing, stress tests, issue replication)

• Coordinate additional internal resources to complete repairs and rebuilds when needed
  —you'll route work to the right people, set priorities, and keep the RMA queue moving (you're not expected to do every teardown/rebuild yourself)

• Partner with production/technical staff on advanced troubleshooting, teardown/rebuild, and final validation

• Prepare and submit manufacturer warranty RMAs
  : ship parts to OEMs, track status, and follow up until resolved

• Maintain daily visibility into open RMAs, aging cases, pending parts, and next actions

• Keep detailed customer/internal notes inside CRM/ticketing so case status is always clear

• This role owns the process and outcomes—while leveraging production and technical team members as needed to execute repairs, rebuilds, and validation during high-volume periods.

• Serve as the go-to technical resource for customer service reps when cases get complicated

• Handle escalations when needed and provide clear direction to move cases forward

• Help ensure consistent, high-quality customer communication across the team

• Identify repeat issues and approve workflow improvements to reduce ticket volume and prevent repeat RMAs

• Create/maintain troubleshooting notes, checklists, and internal playbooks

• RMAs are organized, documented, and moving forward every day—no "stuck" cases

• Customers get fast updates and clear resolutions

• Lower repeat RMA/reopen rates due to better diagnostics and validation

• Manufacturer RMAs are submitted quickly and tracked cleanly

• Support reps feel supported and more confident handling technical conversations

• Strong PC hardware knowledge and troubleshooting ability (desktop experience required; laptop experience a plus)

• Comfortable diagnosing issues and coordinating repair/rebuild work with a technical team

• High attention to detail—accuracy matters in RMAs, serials, and case documentation

• Clear communicator who can guide others and handle tense situations professionally

• Ownership mindset: you follow through, close loops, and keep things moving

• Experience with ticketing/CRM tools (Freshdesk and/or Zoho preferred)

• Must be 18+ and on-site in Lincoln, NE

• Experience handling RMAs (customer and/or manufacturer warranty processes)

• 2–4 years in technical support, PC repair, service operations, or a lead role

• Familiarity with packing/shipping standards for electronics returns

• Experience improving SOPs, checklists, or training documentation

• 4-day work weeks (outside peak seasons)

• Unlimited vacation (trust-based)

• Health, dental, vision +
  401(k) with match + Aflac options

• Employee discounts on high-end hardware

• Team lunches, events, giveaways

• Casual culture (hoodies and gaming tees welcome)

• Growth paths into operations, support leadership, or technical departments

Send a quick 2-minute max intro video:

• Who you are

• What you ve diagnosed/repaired (examples help)

• How you stay organized and keep customers informed

Send to management at xoticpc dot com or include an unlisted link with your application.

If you re ready to own RMAs, solve real hardware problems, and help a support team operate at a higher level—apply now and help power the systems our customers rely on.