Brivo

RMA Technician

Customer Care - Rockville, MD - Full Time

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 Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company’s comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo’s building access platform is now the digital foundation for the world's largest collection of customer facilities, protecting over 600 million square feet across 70+ countries. Brivo is privately held and headquartered in Bethesda, Maryland, USA. 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.

Apply: RMA Technician
* Required fields
First name*
Last name*
Email address*
Location *
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter
LinkedInLinkedIn profile URL:
What languages do you speak fluently?
Are you legally eligible to work in the U.S.? (All new hires are required to provide proof of eligibility to work in the U.S.)*
Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status)?*
What is your desired salary for this position?*
How did you hear about this position?*
If you listed "Employee Referral" in the previous question, please list the employee's name below.
As part of Brivo's hiring process, we may conduct video interviews. We record these interviews to help ensure a consistent and fair process. These recordings are used solely for evaluation, training, and documentation purposes. Contact [email protected] with any questions.*
Are you currently located within a commutable distance to Rockville, MD and able to work onsite 5 days a week with occasional travel to our Bethesda, MD headquarters?*
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:
YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST
NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST
I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Name Date
Human Check*