Summary
The RMA Technician is responsible for thoroughly testing, diagnosing, and conducting root cause analysis of hardware returned via the RMA (Return Merchandise Authorization) process. This role ensures that all defective products are accurately evaluated, documented, and properly categorized, providing essential data to the engineering, support, and manufacturing teams to drive product improvement and reduce future returns.

This position works Monday-Friday onsite in our Rockville, MD warehouse, with occasional travel to our Bethesda, MD headquarters. 

Responsibilities

• Log and manage incoming defective units, verifying serial numbers, RMA information, and reported failure symptoms against the customer's claim to ensure accurate processing.
• Conduct detailed, multi-stage electrical and functional testing to accurately replicate the reported failure and isolate the defective component (e.g., circuit board, sensor, firmware error).
• Employ advanced diagnostic tools (multimeters, oscilloscopes, specialized software) to determine the exact cause of failure (e.g., manufacturing defect, component failure, environmental damage, user installation error).
• Perform minor maintenance or module swaps on certain product lines as required, preparing units for refurbishment or re-entry into inventory.
• Ensure all test results, findings, and diagnostic steps are meticulously recorded in the CRM/ERP/RMA tracking system (e.g., Salesforce, NetSuite).
• Prepare detailed failure analysis reports, including photographs, test logs, and conclusive findings, to be shared with the Engineering and QA departments. Utilize categorized failure data to develop and maintain key performance indicators (KPIs) and quality metrics. 
• Accurately categorize failed units (e.g., No Fault Found, Component Failure, Customer Damage) to ensure correct credit, replacement, or scrap processing.
• Act as the primary technical liaison between the field service teams (installers/technicians) and internal engineering, communicating recurring installation and product issues.
• Recommend improvements to product design, installation guides, and testing procedures based on trends identified in returned hardware.
• Maintain and calibrate diagnostic equipment and assist in developing new, more efficient test methodologies.

Qualifications

• An Associate’s Degree in Electronics, Computer Engineering Technology, or a related technical field is preferred; equivalent technical certification and professional experience may be considered.
• 2+ years of hands-on experience in electronic repair, component-level troubleshooting, or failure analysis of complex hardware products.
• Expert ability to read schematics, wiring diagrams, and technical specifications.
• Testing Equipment Proficiency: Skilled use of oscilloscopes, digital multimeters, spectrum analyzers, and power meters.
• Proficiency in soldering techniques for component-level repair is a significant plus.
• Software/Firmware Knowledge: Basic understanding of embedded systems, firmware flashing, and command-line interfaces for network diagnostics.
• Proficient in using ERP/CRM systems (e.g., SAP, Salesforce) and Google Sheets for data logging and reporting.
• Meticulous approach to diagnosing failures and documenting every step of the testing process.
• Strong analytical and critical thinking skills to trace complex problems to their root cause.
• Ability to communicate technical findings clearly, both verbally (to engineering) and in writing (in reports).
• Proven ability to manage a queue of work, prioritize tasks, and work independently with minimal supervision.

The compensation package for this full-time position includes a base salary range of $60,000 - $65,000. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.

About Us

Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous—from single-site businesses to global enterprises.

As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.

With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, Bangalore, London, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at www.Brivo.com.

Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process, please contact jobs@brivo.com.