Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department Overview
Silvus Technologies, a leading provider of advanced MANET and MIMO communications systems, is reshaping mesh network technology for mission-critical applications – on the ground, in the air and at sea. Its battle-proven StreamCaster family of MANET radios and proprietary MN-MIMO waveform provides the vital communications link for defense, law enforcement and public safety agencies around the world, and in the toughest operational environments.
Silvus Technologies is a wholly owned subsidiary of Motorola Solutions, Inc.
Job Description
Would you like to join an incredibly talented group of people, doing very challenging work, with the prime directive of “ Keeping Our Heroes Connected ”?
THE OPPORTUNITY
Silvus is seeking a Return Merchandise Authorization (RMA) Coordinator who will report to the Director of Applications Engineering on the Applications Engineering team. The successful individual in this role will manage the end-to-end RMA process, ensuring timely turnaround, accurate inventory tracking, and seamless customer communication. Additionally, this role helps oversee the customer support ticketing queue to monitor response times, track aging tickets, and coordinate ticket escalations to engineering teams.
This is an operations-focused role ideal for an organized communicator who thrives on process management, tracking deliverables, and keeping operations running smoothly.
This position is based at Silvus Technologies’ headquarters in the heart of vibrant West Los Angeles, CA , and is on a hybrid schedule. A minimum of 3 days onsite per week is expected. On-site days are Mondays, Wednesdays, and Thursdays.
The following is a list of at least some of the current essential job functions of the position. Management may assign or reassign duties and responsibilities at any time at its discretion.
ROLE AND RESPONSIBILITIES
Process incoming return requests, generate RMA documentation, and coordinate the receipt, repair, and return shipping of customer units.
Partner closely with internal shipping/receiving teams, RMA technicians, and the Sales team to prioritize case closures and meet turnaround Service Level Agreements (SLAs).
Serve as the primary administrative point of contact for customers regarding repair status updates, shipping, repair quotes, and authorizations.
Maintain accurate tracking logs in CRM software, update serial number records, and generate repair orders or quotes when necessary.
Compile and generate regular reports on RMA metrics (e.g., volume, turnaround times, common return reasons, repair costs).
Continuously monitor the customer support ticketing system to ensure new incoming inquiries are logged and routed to the correct technical personnel.
Identify inactive, unassigned, or aging tickets and escalate them to assigned Sales Engineers or Support Leads to maintain prompt customer resolution times.
Track open tickets against internal service level agreements, sending friendly nudges or reminders to technical team members to keep cases moving forward.
Assist in administrative customer account updates and documentation maintenance.
Perform other related duties of which the above are representative.
REQUIRED QUALIFICATIONS
Associate’s degree with 1 year of experience in administrative coordination, customer support operations, order management, or RMA/logistics support; or High School Diploma/GED with 3 years of experience in administrative coordination, customer support operations, order…