RMA & Technical Support Lead
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Job Location:
Lincoln, NE - USA
Monthly Salary:
USD 20 - 24
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
RMA & Technical Support Lead (On-Site - Lincoln NE)
Own the RMA pipeline. Lead technical escalations. Help our support team resolve issues faster and smarter.
XOTIC PC is hiring an RMA & Technical Support Lead to run our end-to-end RMA operation and serve as the technical escalation point for our customer service team. If youre the type of person who loves solving hardware problems keeping workflows organized and guiding others through complex issues-this is a high-impact role on a fast-moving team.
Youll manage RMAs from start to finish: customer returns diagnostics repair/rebuild coordination and manufacturer warranty submissions (including shipping parts to OEMs and tracking them through completion). Youll also support our reps by answering technical questions helping with escalations and improving processes that reduce repeat tickets and returns.
About XOTIC PC
Since 1999 XOTIC PC has built high-performance custom gaming PCs laptops and workstations for customers nationwide. Were known for precision builds serious testing and real support. This role protects that reputation by ensuring issues are diagnosed correctly documented cleanly and resolved quickly.
What Youll Be Doing
RMA Ownership (Customer Manufacturer RMAs)
Manage RMAs end-to-end: intake logging diagnostics resolution return shipment
Receive inspect and accurately document inbound systems/parts (serials condition reported issue)
Perform baseline diagnostics and validation (POST checks component testing stress tests issue replication)
Coordinate additional internal resources to complete repairs and rebuilds when needed-youll route work to the right people set priorities and keep the RMA queue moving (youre not expected to do every teardown/rebuild yourself)
Partner with production/technical staff on advanced troubleshooting teardown/rebuild and final validation
Prepare and submit manufacturer warranty RMAs: ship parts to OEMs track status and follow up until resolved
Maintain daily visibility into open RMAs aging cases pending parts and next actions
Keep detailed customer/internal notes inside CRM/ticketing so case status is always clear
This role owns the process and outcomes-while leveraging production and technical team members as needed to execute repairs rebuilds and validation during high-volume periods.
Technical Support Lead (Reps Escalations)
Serve as the go-to technical resource for customer service reps when cases get complicated
Handle escalations when needed and provide clear direction to move cases forward
Help ensure consistent high-quality customer communication across the team
Identify repeat issues and recommend workflow improvements to reduce ticket volume and prevent repeat RMAs
Create/maintain troubleshooting notes checklists and internal playbooks
What Success Looks Like
RMAs are organized documented and moving forward every day-no stuck cases
Customers get fast updates and clear resolutions
Lower repeat RMA/reopen rates due to better diagnostics and validation
Manufacturer RMAs are submitted quickly and tracked cleanly
Support reps feel supported and more confident handling technical conversations
What Were Looking For
Strong PC hardware knowledge and troubleshooting ability (desktop experience required; laptop experience a plus)
Comfortable diagnosing issues and coordinating repair/rebuild work with a technical team
High attention to detail-accuracy matters in RMAs serials and case documentation
Clear communicator who can guide others and handle tense situations professionally
Ownership mindset: you follow through close loops and keep things moving
Experience with ticketing/CRM tools (Freshdesk and/or Zoho preferred)
Must be 18 and on-site in Lincoln NE
Bonus Points If You Have
Experience handling RMAs (customer and/or manufacturer warranty processes)
24 years in technical support PC repair service operations or a lead role
Familiarity with packing/shipping standards for electronics returns
Experience improving SOPs checklists or training documentation
Why Youll Like Working Here
4-day work weeks (outside peak seasons)
Unlimited vacation (trust-based)
Health dental vision 401(k) with match Aflac options
Employee discounts on high-end hardware
Team lunches events giveaways
Casual culture (hoodies and gaming tees welcome)
Growth paths into operations support leadership or technical departments
Want to Stand Out
Send a quick 2-minute max intro video:
Who you are
What youve diagnosed/repaired (examples help)
How you stay organized and keep customers informed
Send to or include an unlisted link with your application.
Apply Today
If youre ready to own RMAs solve real hardware problems and help a support team operate at a higher level-apply now and help power the systems our customers rely on.
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Custom build your next gaming computer, laptop, or notebook from our extensive selection and finance options. Take your gaming to the next level with XOTIC PC.
