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 manages the full lifecycle of Return Material Authorizations (RMAs), ensuring accurate processing, efficient turnaround, and high-quality resolution for all returned products. This role requires strong analytical and Salesforce skills to support the development, refinement, and optimization of RMA workflows, reporting, dashboards, and asset-tracking processes.

The ideal candidate has hands-on experience improving RMA operations within Salesforce and will work collaboratively with the Manager of TS Administration, cross-functional partners, and global teams to enhance asset recovery, increase process consistency, and support long-term revenue protection.

In addition to RMA ownership, this role provides support for core TS Admin functions, including order processing, asset management, billing support, case creation, and customer communication, to ensure smooth operational workflows across warranty, service repair, and billable services.

Primary Responsibilities

• RMA Processing & Case Management
• Review, validate, and process all RMA product returns in compliance with established procedures.
• Investigate discrepant returns, identify root causes, and coordinate resolutions with appropriate teams.
• Create, update, and maintain case records in Salesforce and related systems, ensuring documentation is accurate, complete, and audit ready.
• Adhere to all Quality System procedures related to RMA and TS Admin tasks, including documentation standards, asset management, and service workflows.
• Salesforce Workflow Development & Optimization
• Assist in refining and documenting RMA and TS Admin workflows within Salesforce, including routing, automation, intake processes, and asset-tracking structures.
• Collaborate with the TS Admin Manager, IT/CRM partners, and global counterparts to ensure scalable, consistent system functionality and process alignment across regions.
• Reporting, Dashboards & Analytics
• Support the development and maintenance of Salesforce dashboards and reporting related to RMAs, asset recovery, and revenue-impact trends.
• Monitor data for operational patterns, discrepancies, or opportunities for improvement and share actionable insights with leadership.
• Maintain the Outstanding RMA report and provide regular updates to applicable stakeholders.
• Order, Billing & Asset Support
• Validate and process Technical Service orders as needed, including warranty, service repair, billable, and replacement transactions.
• Support credits, rebills, and necessary billing adjustments.
• Maintain accurate asset records, including status updates, transfers, and associated case documentation.
• Cross-Functional Collaboration & Communication
• Partner closely with Operations, Finance, Technical Support, and other departments to ensure accurate and timely resolutions for RMAs and service-related needs.
• Support process escalations and serve as a subject matter resource for both RMA and general TS Admin workflows within Salesforce.
• Respond promptly to customer and internal inquiries through the RMA inbox and shared TS Admin inbox, providing clear updates on orders, repairs, replacements, and product returns.
  

Qualifications & Experience

• Required Experience

• 2 years of hands-on experience in RMA processing, returns management, asset recovery, or similar roles.
• Demonstrated experience working within Salesforce Service Cloud.
• Strong understanding of asset lifecycle, repair/return operations, and/or service logistics.
• Preferred Experience

• Experience designing or improving RMA workflows, dashboards, or case structures within Salesforce.
• Experience collaborating with IT or CRM teams on system configuration.
• Experience working in a global environment.
• TECHNICAL SKILLS

• Advanced Salesforce skills in reporting, dashboards, and case management.
• Strong Excel skills (vlookups, pivot tables, data analysis).
• Familiarity with EBS, Siebel, OBIEE or similar systems, is preferred.
• Ability to interpret data and translate findings into process improvements.
• CORE COMPETENCIES

• Analytical thinker with strong problem-solving skills.
• Process-oriented and comfortable documenting workflows, SOPs, and training materials.
• Highly collaborative across teams, regions, and leadership levels.
• Excellent written and verbal communication skills.
• Detail-oriented with strong accuracy in RMA handling and reporting.
• Independent, proactive, and able to manage priorities in a fast-paced environment.
  

Pay Transparency Details: The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. This is an hourly job with a general range for this work group is between $21-34/hr annually. At Natus, it is not typical for an individual to be hired at or near the top end of the range.

Compensation and Benefits: Comprehensive benefit package that starts on your 1st day including health benefits, 401k contribution, 7 paid holidays 2 floating holidays of your choosing, generous paid time off program, tuition reimbursement assistance program and more!

Be the People part of the Neuro Solution. Apply Today.

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.