Hardware Repair Coordinator (RMA) at Ceragon

Asunción, Distrito Capital, Paraguay -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

RMA Coordination, Reverse Logistics, Service Operations, Telecom Hardware Support, Data Analysis, Customer Service, Communication Skills, SLA Management, ERP Systems, Reporting, Problem Solving, Cross-Team Coordination, Analytical Thinking, Warehouse Management, Logistics Coordination, Technical Support

Industry

Telecommunications

Description

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. Requirements 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.

Responsibilities

The RMA Coordinator manages the full lifecycle of Return Merchandise Authorization processes for telecom network hardware and software devices, ensuring timely repair and replacement. This role serves as the central point of coordination between customers, internal operations, and vendors to minimize downtime and maximize customer satisfaction.