RMA Specialist

Date: Sep 15, 2021

Location: Madison, AL, US

Company: Dover Corporation

Job Requisition ID: 39202 

Department: Sales & Marketing (DEPT_SALMRKT) 


Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).


AvaLAN Networks (“AvaLAN”), now part of Dover Fueling Solutions, was founded in 2004 as an industrial, wireless Ethernet company focused on securely connecting difficult to reach edge network devices. AvaLAN has emerged as the market leader for networking solutions that combine Secure Wireless Ethernet, Network Segmentation for PCI, Centralized Active VLAN synchronization with cloud management and Digital Current Loop communications. AvaLAN is headquartered in Huntsville, Alabama, with remote offices in Arizona, Colorado and Canada.



The RMA Specialist will conduct thorough and precise inspections of returned product. They will document findings and repair or replace the product for the customer. They will be responsible for keeping detailed and accurate records and communicate with customers in a timely manner.

They will also be responsible for assisting customers with technical issues or questions relating to Avalan hardware or software devices. These additional duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware.


Main Responsibilities:

  • Inspect, analyze, troubleshoot, and repair products sent as RMA to AvaLAN
  • Managing and updating the RMA ticketing system from the initial request for return, tracking the entire evaluation and resolution of the issue and having the goods repaired or replaced to the customer
  • Coordinate with tech support team on tickets details and repair status
  • Coordinate with shipping team and the customer to process return shipping
  • Provide technical support to customers and end users.
  • Work with Engineering to maintain a knowledge base of issues reported.


  • Minimum of 1 year of technical experience
  • High school or equivalent education


Desired Characteristics:

·              Excellent customer service and telephone skills

·              Ability to work based on goals and ticketing system and deliver on time resolutions

·              Strong communication skills.

·              Analytical thinking and attention to details.

·              Proactive and problem-solving attitude.

·              Flexibility to adapt to new technologies and processes.

·              Rapidly adopt new knowledge and technologies.



All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Alabama : Madison


Nearest Major Market: Huntsville

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