RMA Technician

The RMA Technician is responsible for managing the return process of Quake Global modems from customers, performing root cause analysis on defective units, and providing troubleshooting reports. This role ensures effective communication with customers regarding the findings and coordinates rework processes by creating detailed travelers for unit repairs. The technician plays a crucial role in improving product reliability and supporting continuous improvement efforts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Receiving & Processing Returns:

• Inspect and log incoming returned modems from customers.
• Ensure proper documentation and tracking of returned units within the RMA system.

· Troubleshooting & Root Cause Analysis:

• Perform in-depth diagnostics on returned modems to identify failure points.
• Utilize test equipment (oscilloscopes, multimeters, network analyzers) to evaluate hardware and firmware issues.
• Analyze recurring failure trends and collaborate with engineering teams to improve product reliability.

· Customer Communication & Reporting:

• Generate detailed troubleshooting reports outlining failure analysis, root cause findings, and potential solutions.
• Provide technical explanations and recommendations to customers regarding returned units.
• Work closely with the customer support team to ensure transparency in the RMA process.

· Rework & Repair Coordination:

• Create rework travelers with step-by-step repair instructions for technicians.
• Ensure reworked units meet quality standards before they are returned to customers.
• Coordinate with production and repair teams to prioritize critical RMA cases.

· Documentation & Data Management:

• Maintain accurate records of failure analysis, corrective actions, and resolutions in the RMA database.
• Track trends and common failure modes provide feedback for product improvements.
• Support quality and engineering teams in implementing corrective actions.

· Compliance & Process Improvement:

• Ensure all RMA processes align with internal quality standards and industry regulations.
• Recommend process improvements based on recurring modem failures.

EDUCATION:

· Associate degree or technical certification in Electronics, Telecommunications, or a related field.

EXPERIENCE:

· 3 years of experience in troubleshooting, repairing, or analyzing electronics, preferably in modems, telematics, or RF communication devices.

· Experience working in an RMA or quality control environment is a plus.

TECHNICAL KNOWLEDGE:

· Strong understanding of electronic circuits, RF communication, and modem technology.

· Proficiency in reading schematics, performing soldering work, and handling firmware updates.

· Familiarity with failure analysis methodologies (e.g., 8D, Fishbone Diagrams, 5 Whys).

SKILLS and COMPETENCIES:

· Excellent troubleshooting and diagnostic skills.

· Strong analytical thinking and attention to detail.

· Ability to communicate technical findings clearly to customers and internal teams.

· Proficiency in using diagnostic tools, test equipment, and software for modem debugging.

OTHER REQUIREMENTS:

· Ability to work independently and as part of a cross-functional team.

· Strong organizational skills for tracking multiple RMA cases.

· Willingness to adapt to evolving troubleshooting and repair processes.

WORK ENVIRONMENT:

· Combination of lab-based diagnostics and occasional customer support interactions.

· Use of electronic testing and repair equipment.

· Possible exposure to ESD-sensitive environments; adherence to safety and handling procedures required.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Required)

Experience:

• troubleshooting: 3 years (Required)
• electronics circuits: 3 years (Preferred)

Work Location: In person

Salary : $50,000 - $65,000