RMA Technical Services Administrator

Natus Rma & Technical Services Administrator

Job Requirements: 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...

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.