SLA Returns Administrator at Evertz in Burlington, Ontario, CA

The SLA Returns Administrator is a customer-facing role that provides administrative and operational support for SLA (Service Level Agreement) customers in partnership with SLA Customer Coordinators. This role works closely with internal teams, including Production and Logistics, to coordinate, expedite, and schedule repair shipments while ensuring SLA commitments are met. Key duties include running and analyzing reports to support daily team operations, tracking outstanding RMAs and purchase orders, and communicating timely status updates directly to customers. Issues or delays are proactively identified and escalated to management and Sales as needed to support resolution and maintain a high level of customer satisfaction.

Responsibilities: 

• Enter orders as needed in AS400 associated with service requests 
• Occasionally create service loan EPCNs & agreements in QuoteWeb
• Provide status updates to customers regarding repairs
• Request quotes from Sales Administration as required
• Issue loan return RMAs to customers with service loans out
• Communicate with Failure Analysis (FA) and evTOC Service teams as well as customers regarding basic status questions or issues
• Process/invoice serial numbers in AS400 as required
• Follow up on service loan returns with customers
• Review existing and new SLA's with Customer Coordinator to ensure overall understanding
• Pull reports and format information for End of Sale and End of Life product history
• Pull and maintain reports for SLA Customer Coordinators
• Administrative duties (filing, interdepartmental communication, etc.)
• Additional tasks as required

Qualifications:

• Post-Secondary Education in related field (Business, Administration) or related experience
• Excellent verbal and written communication skills, critical thinking skills, problem-solving ability, time management skills and interpersonal skills
• Ability to work in a fast-paced environment
• Knowledge of Microsoft Excel, Word, and Outlook 
• Some customer service experience is preferred

Skills:

• Detail-oriented
• Time management and multitasking
• Ability to work in a fast-paced environment
• Ability to adapt to new and changing processes
• Ability to work independently and as a team
• Strong verbal and written communication

What we offer:

• Employer funded benefits program
• Competitive total compensation package
• Work-life balance
• Employee Assistance plan
• Employee Discount Platform
• Career progression
• Casual work environment
• Social events and sports teams

Date Posted: May 8, 2026
Location: Burlington, Ontario (in-office position)
Hours: Monday - Friday, 40 hours.
Vacancy: This is an existing position.
Salary Range: $40K CAD - $45K CAD
 

About Evertz Microsystems (TSX: ET)

Evertz is a global leader in broadcast technology, delivering cutting-edge hardware and software solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets) worldwide. Trusted by major broadcast facilities, telcos, and satellite providers on every continent, we're known for end-to-end innovation that sets the industry standard.

Canadian-headquartered with offices around the world, Evertz has 2,000+ employees and has been recognized as one of Canada's 50 Best Managed Companies — a testament to our commitment to excellence and global impact.

Join a team where your work shapes the future of broadcast and new media industries.

Evertz is committed to equal opportunity employment. Accommodations are available throughout the recruitment process for applicants with disabilities — please notify HR when scheduling your interview.

Artificial intelligence (AI) technology may be used in our recruitment process to assist with resume screening and interview note-taking. All hiring decisions are made by our team without AI involvement.

Thank you for considering a career with Evertz!