RMA & Technical Services Administrator

FOR MORE THAN 80 YEARS, Natus has been working in collaboration with clinicians to deliver industry-leading neuro solutions that help providers more easily make sense of the body’s signals.

Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants to be part of the innovative solutions at Natus Neuro.


SUMMARY
The RMA & Technical Services Administrator is responsible for managing the end-to-end lifecycle of Return Material Authorizations (RMAs), ensuring accurate processing, timely resolution, and proper asset recovery for returned products. This role is highly operational and detail-focused, supporting daily RMA administration, asset tracking, billing coordination, and customer communication.
The ideal candidate has hands-on experience in RMA processing, returns administration, and service logistics, with the ability to work efficiently within Salesforce and related systems to maintain accurate records and support established workflows. This role partners closely with the Manager of TS Administration and cross-functional teams to ensure compliance, consistency, and revenue protection across warranty, service repair, and billable service activities.

PRIMARY RESPONSIBILITIES
RMA Processing & Case Administration
• Review, validate, and process RMAs in accordance with established procedures and quality standards.
• Track returned products through receipt, evaluation, repair, replacement, credit, or closure.
• Investigate non-returns, discrepancies, or incomplete shipments and coordinate resolution with internal teams.
• Create and maintain accurate RMA and case records in Salesforce and related systems, ensuring documentation is complete and audit ready.
• Adhere to Quality System requirements related to documentation, asset handling, and service workflows.
Asset & Returns Management
• Maintain accurate asset status throughout the RMA lifecycle, including returns, transfers, replacements, and disposals.
• Support asset recovery efforts by monitoring outstanding RMAs and following up on overdue or non-returned items.
• Ensure returned products are properly linked to cases, orders, and customer records.
Order, Billing & Credit Support
• Support processing of Technical Service orders, including warranty, service repair, billable, and replacement transactions.
• Assist with credits, rebills, and billing adjustments related to RMAs and service activity.
• Partner with Finance to ensure accurate tracking of RMA-related revenue impact.
Reporting & Operational Tracking
• Maintain standard RMA reports, including outstanding and aging RMAs.
• Monitor data accuracy and flag discrepancies or trends impacting turnaround time, asset recovery, or billing.
• Provide regular updates to stakeholders using established reporting tools.
Cross-Functional Collaboration & Communication
• Serve as a key point of contact for RMA-related inquiries via the RMA inbox and shared TS Admin inbox.
• Partner with Operations, Finance, Technical Support, and Field Service teams to ensure timely and accurate resolution of RMA issues.
• Escalate issues as needed and support resolution of complex RMA scenarios.

QUALIFICATIONS & EXPERIENCE
Required
• 2+ years of experience in RMA processing, returns administration, asset management, or service operations.
• Experience working within Salesforce or a similar case/order management system.
• Strong understanding of returns, repair, and service logistics processes.
• High attention to detail and accuracy in transactional work.
Preferred
• Experience supporting RMAs in a regulated or quality-driven environment.
• Experience working with Finance or Billing teams on credits and adjustments.
• Experience supporting global or multi-region operations.

TECHNICAL SKILLS
• Proficient use of Salesforce for case management, order tracking, and reporting.
• Strong Excel skills for tracking, reconciliation, and reporting (pivot tables, lookups).
• Familiarity with ERP or service systems such as EBS, Siebel, OBIEE, or similar is a plus.

CORE COMPETENCIES
• Detail-oriented with strong organizational and follow-up skills.
• Process-driven and comfortable working within established SOPs.
• Strong written and verbal communication skills.
• Collaborative and responsive when working across teams.
• Able to manage multiple RMAs and priorities in a fast-paced environment.


Pay Transparency Details: The actual base pay