RMA and Engineering Coordinator

About Aechelon Technology

Aechelon Technology is a leading producer of 3D simulator content, including geospecific visual and sensor databases and realistic 3D models. We are committed to helping make our Nation's pilots safer through real-time computer graphics innovation.

Role Overview

The RMA and Technical Support Coordinator provides first-level technical support for customers and internal teams while coordinating product returns, repairs, replacements, and related documentation. This position is ideal for someone with help desk or desktop support experience who is organized, communicates clearly, and can manage technical issues from initial intake through resolution.

Key Responsibilities

• Receive, document, prioritize, and process RMA and technical support requests
• Provide first-level troubleshooting for computer hardware, software, and electronic systems using established procedures and knowledge-base articles
• Gather relevant information and escalate complex problems to Engineering or other technical teams
• Coordinate product repairs, replacements, and returns with internal and external customers
• Maintain accurate case, order, inventory, repair, and shipment information in tracking tools and ERP systems
• Communicate status, next steps, and resolution information to customers and internal stakeholders
• Monitor open requests and follow through until completion and closure
• Identify recurring failures and support root-cause analysis and process improvement efforts
• Assist with inventory checks, material availability, packing lists, and shipment documentation
• Support production and regulatory documentation updates as needed

Minimum Qualifications

• Two or more years of experience in help desk, desktop support, technical support, RMA coordination, or related customer-facing technical role
• Experience troubleshooting computer hardware, peripherals, operating systems, and common software issues
• Ability to gather technical information, document troubleshooting steps, and escalate issues appropriately
• Strong customer service, written communication, and follow-through skills
• Ability to manage multiple requests and priorities in ticket-based or fast-paced environments
• Experience using ticketing systems, ERP systems, CRM systems, or other business tracking tools
• Strong attention to detail and record accuracy