RMA Coordinator

The RMA Coordinator at Ceragon Networks manages the complete lifecycle of Return Merchandise Authorization for telecom network hardware and licensed software. This role involves coordinating between customers, internal teams, OEM vendors, and repair facilities to ensure timely repair, replacement, and return of equipment. The coordinator is crucial for minimizing network downtime, ensuring project delivery, and maximizing customer satisfaction by adhering to SLAs and managing escalations in critical telecom environments.

Must Have

• Manage full lifecycle of Return Merchandise Authorization (RMA) processes.
• Ensure timely repair, replacement, and return of equipment.
• Coordinate between customers, internal operations, OEM vendors, repair facilities, and field teams.
• Act as primary contact for customer RMA requests, ensuring warranty and service contract entitlements.
• Manage SLAs (2nd day, advance replacement, standard turn-around timeframes).
• Prioritize RMA processing to minimize customer downtime.
• Oversee onshore returns and replacements for telecommunication devices.
• Coordinate repair and replacement with local and global stakeholders.
• Oversee software license transfers and replacement key management.
• Develop and maintain warehouse work instructions for returned equipment.
• Develop and manage RMA dashboards and reports (backlog, turnaround times, aging, failure analysis trends).
• Coordinate with global RMA resources and local warehouse personnel for Advance Replacement Inventory.
• Liaise with HQ support teams for root cause and failure analysis reports.
• Track return of equipment for Advance Replacement.
• Partner with Operations, NOC/Help Desk, and Supply Chain teams to resolve escalations.
• Attend internal and customer calls to support RMA performance.
• Address escalations and ensure timely and complete closure.
• Develop, support and enforce warehouse handling procedures (ESD protection, asset tagging, serialization, quarantine).
• Coordinate shipping and logistics domestically and internationally.
• 3-5 years of experience in RMA coordination, reverse logistics, service operations, or telecom hardware support.
• Knowledge of telecom/network hardware and software licensing models.
• Experience with ERP, RMA, or other ticketing/tracking systems (Oracle, Salesforce, Tableau, etc.).
• Strong Excel, reporting and data analysis skills.
• Excellent customer-facing service and communication skills.
• Ability to manage SLA-driven priorities.
• Service-Oriented Mindset
• Operational Accuracy
• Urgency & Ownership
• Cross-Team Coordination
• Analytical Thinking

Company Overview

Ceragon Networks is a leading provider of high-capacity wireless backhaul solutions. We enable rapid and cost-effective deployment of advanced network connectivity for mobile cellular infrastructure, fixed networks, and private networks worldwide.

Position Summary

The RMA Coordinator is responsible for managing the full lifecycle of Return Merchandise Authorization (RMA) processes for telecom network hardware and licensed software devices. This role ensures timely repair, replacement, and return of equipment in accordance with service-level agreements (SLAs), maintenance contracts, and customer escalation requirements.

Serving as the central point of coordination between customers, internal operations, OEM vendors, repair facilities, and field teams, the RMA Coordinator ensures minimal network downtime or project delivery disruptions and maximizes customer satisfaction across critical telecom environments.

What You’ll Do

• Act as the primary contact for customer RMA requests, ensuring they meet warranty and service contract entitlements.
• Manage SLAs (e.g., 2nd day, advance replacement, and standard turn-around timeframes) and prioritize RMA processing to minimize customer downtime and impact.
• Oversee and coordinate onshore returns and replacements for a variety of telecommunication devices by coordinating repair and replacement with local and global stakeholders.
• Oversee software license transfers and replacement key management for RMA’d devices.
• Develop and maintain warehouse work instructions for handling returned equipment, including serialization, quarantine, and ESD protocols.
• Develop and manage RMA dashboards and reports on backlog, turnaround times, aging, failure analysis trends and other key performance indicators.
• Coordinate with global RMA resources and local warehouse personnel to track, manage and maintain local Advance Replacement Inventory to meet contractual demand.
• Liaise with HQ support teams for root cause and failure analysis reports.
• Track the return of equipment to Ceragon for Advance Replacement from the customer.
• Partner with Operations, NOC/Help Desk, and Supply Chain teams to resolve escalations and streamline processes. Ensure customers and key stakeholders have status updates throughout the process.
• Attend internal and customer calls to support RMA performance. Ensure teams are prepared to present and discuss their topics.
• Address escalations and ensure timely and complete closure with the customer.
• Develop, support and enforce warehouse handling procedures for returned telecom equipment, including ESD protection, asset tagging, serialization, and quarantine procedures.
• Coordinate shipping and logistics domestically and internationally with local and global resources.

Cross-Functional Collaboration

• Work closely with Technical Support, Global RMA teams, Warehouse & Logistics, Supply Chain, Sales, Finance and other Operations teams to ensure rapid resolution, SLA adherence and optimal process performance.
• Escalating delays and driving accountability for contracted repair commitments.
• Participate in continuous improvement initiatives to streamline RMA workflows and enhance customer experience.

Qualifications

Education & Experience

• 3–5 years of experience in RMA coordination, reverse logistics, service operations, or telecom hardware support.
• Knowledge of telecom/network hardware and software licensing models.
• Experience with ERP, RMA, or other ticketing/tracking systems (Oracle, Salesforce, Tableau, etc.).
• Strong Excel, reporting and data analysis skills are essential.
• Excellent customer-facing service and communication skills, with the ability to manage SLA-driven priorities.

Competencies

• Service-Oriented Mindset – Understands criticality of uptime in telecom networks and an absolute focus on Customer Satisfaction.
• Operational Accuracy – Meticulous with data entry, asset tagging, and documentation.
• Urgency & Ownership – Responds rapidly and proactively to SLA-driven demands.
• Cross-Team Coordination – Works equally well with technical and non-technical stakeholders – driving accountability across all teams.
• Analytical Thinking – Identifies recurring failures and supports corrective actions.