HW Support Coordinator

Job Title: Hardware Support Coordinator

Experience: 0-2 years

Job Location: Bengaluru

Job Description:

We are looking for Non-Technical Graduates with 0–2 years of experience for the role of HW Support Coordinator.

POSITION OVERVIEW

We are looking for a Hardware Support & RMA Operations professional responsible for managing and coordinating the end-to-end RMA process for hardware devices, from initial RMA ticket creation through replacement shipment, faulty-device return, factory/contract manufacturer repair, and final delivery of the repaired unit to the customer.

The role requires extensive coordination with NOC, TAC, customers, global RMA partners, contract manufacturers, factories, logistics teams, and internal operations teams to ensure that all RMA activities are completed accurately and within the applicable Service Level Agreement (SLA).

The position requires strong ownership, attention to detail, follow-up skills, and the ability to manage multiple RMA cases simultaneously across different countries and time zones.

KEY SKILLS AND COMPETENCIES

• Strong coordination and communication skills.
• Excellent follow-up and ownership of tasks until closure.
• Ability to manage multiple RMA cases simultaneously.
• Strong understanding of RMA, hardware replacement, repair, and logistics processes.
• Strong SLA management and escalation skills.
• Excellent attention to detail and ability to maintain accurate case records.
• Ability to work effectively with teams across different countries, time zones, and cultures.
• Strong written and verbal communication skills.
• Ability to work independently and proactively identify potential delays.
• Good analytical and problem-solving skills.
• Good knowledge of MS Excel/Google Sheets and ability to maintain RMA trackers and status reports.

WORK ENVIRONMENT AND AVAILABILITY

• This is a global operations role supporting customers across multiple countries and time zones.
• The candidate should be comfortable working with teams and customers across different time zones.
• The candidate may occasionally be required to work during night hours or outside normal business hours to support critical RMA cases and ensure SLA compliance.
• Willingness to provide support based on business requirements, including urgent/escalated RMA cases, is expected.

I have also outlined the key responsibilities in detail below for reference, if required.

Key Responsibilities

1. RMA Ticket Initiation & NOC Coordination

• Coordinate with the NOC team for initiation of RMA cases.
• Provide complete and accurate hardware, customer, device, failure, shipment, and support-contract details required by the NOC team to raise the RMA ticket.
• Ensure that all required information is available and correctly documented before the RMA process is initiated.
• Follow up with the NOC team to ensure the RMA ticket is created without unnecessary delays.

2. TAC Coordination

• Coordinate with the TAC (Technical Assistance Center) team whenever clarification or technical information is required in relation to an RMA case.
• Get Clarity from TAC on aspects related to hardware failures, RMA eligibility, troubleshooting results, replacement requirements, and other technical aspects.
• Ensure that technical decisions and TAC recommendations are properly captured in the RMA ticket.

3. Global RMA Partner Coordination

• Coordinate with RMA partners for replacement-device logistics.
• Provide the required customer and shipment details to the RMA partner.
• Ensure that replacement devices are dispatched to the customer location within the committed SLA.
• Track shipment status and proactively follow up on delays or exceptions.
• Coordinate with logistics/RMA partners to resolve shipment-related issues.

4. Faulty Device Return Coordination

• Coordinate with the customer and RMA partner to arrange the return of faulty hardware for repair.
• Ensure that faulty devices are collected and shipped back within the required timeframe.
• Track the movement of faulty devices from the customer location to the RMA warehouse, factory, or contract manufacturer.
• Follow up on any delays in customer returns or logistics movement.

5. Contract Manufacturer / Factory Coordination

• Coordinate with Contract Manufacturers (CMs) and factories for assignment of RMA numbers.
• Ensure that faulty devices are properly registered and accepted for repair.
• Coordinate shipment of faulty devices from the RMA partner/warehouse to the appropriate factory or contract manufacturer.
• Track the receipt of faulty devices at the repair facility.
• Maintain accurate records of RMA numbers, shipment dates, receipt dates, repair status, and other relevant information.

6. Repair Follow-up & SLA Management

• Follow up continuously with the factory/contract manufacturer to ensure faulty devices are repaired within SLA.
• Monitor repair turnaround time against the applicable SLA.
• Proactively escalate cases that are approaching or exceeding SLA.
• Coordinate with the factory/CM to obtain repair status, expected completion dates, and shipment readiness.
• Ensure that repaired devices are released and shipped within the committed SLA.

7. Repaired Device Shipment to Customer

• Coordinate with the factory and RMA partner to arrange shipment of repaired devices back to the customer.
• Ensure that the repaired unit is shipped to the correct customer location.
• Track shipment progress until delivery confirmation is received.
• Proactively address any shipment or logistics issues that may impact the SLA.

8. RMA Ticket Management & Closure

• Maintain the RMA ticket with complete and accurate information at every stage of the RMA lifecycle.
• Ensure all key milestones, communications, shipment details, RMA numbers, repair status, ETAs, and delivery confirmations are documented.
• Maintain clear records of:
• RMA initiation date
• RMA number
• Faulty-device shipment date
• Warehouse/CM receipt date
• Repair status
• Repair completion date
• Replacement/repaired-device shipment date
• Customer delivery date
• SLA status
• Current case status