Fleet Support / RMA Coordinator

STN Incorporated•Pleasanton, CA

3d•$75,000 - $95,000•Onsite

About The Position

The Fleet Support / RMA Coordinator is responsible for managing the Merchandise Authorization (RMA) lifecycle across STN’s GPU One fleet. This role acts as a crucial link between vendor services teams, onsite data center coordinators, and internal operations. The primary goal is to ensure that failed or defective hardware is diagnosed, replaced, tracked, and returned efficiently, minimizing downtime for customer clusters. Success in this role is defined by timely vendor responses, accurate part placement, precise inventory records, and the complete resolution of all RMA cases.

Requirements

2–4+ years in IT hardware logistics, data center operations, RMA/warranty coordination, or supply chain/asset management.
Hands-on experience with vendor RMA portals and support processes (HPE, Supermicro, Dell, Arista, Juniper, or similar).
Strong inventory and asset-management discipline with meticulous record-keeping.
Excellent organization, follow-through, and written and verbal communication.
Proficiency with spreadsheets and ticketing/asset-management tools.
U.S. Citizens or Permanent Residents.
Authorized to work in the United States on a full-time basis.

Nice To Haves

Familiarity with GPU server hardware, NVIDIA systems, and data center networking equipment.
Experience in data center, colocation, or large-scale fleet environments.
Working knowledge of shipping, freight, and logistics for high-value hardware.
Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar).

Responsibilities

Serve as the primary point of contact for RMA processes across hardware vendors including HPE, Supermicro, Dell, Arista, Juniper Networks, and others.
Open, track, and drive RMA cases from initiation through resolution, working directly with each vendor’s support and services teams.
Coordinate advance replacements, cross-shipments, and depot repairs in line with each vendor’s support contract and SLA terms.
Validate warranty status, entitlement, and support-contract coverage before initiating any claim.
Partner with onsite data center coordinators and field technicians to schedule part swaps, document failures, and confirm replacement installs and returns.
Provide remote guidance, RMA paperwork, and shipping documentation to onsite staff.
Ensure failed components are properly diagnosed, packaged, labeled, and returned within vendor return windows.
Maintain accurate, real-time RMA and spares inventory records across the fleet.
Track serial numbers, part numbers, and asset tags for all components moving in and out of RMA.
Reconcile inbound and outbound shipments, flag and resolve discrepancies, and keep par/minimum spares levels stocked for critical components.
Conduct periodic inventory audits to keep records and physical stock in sync.
Escalate stalled, delayed, or out-of-SLA cases with vendor account and support teams, and drive them to resolution.
Monitor vendor performance against contractual SLAs and track key metrics (mean time to repair, open-case aging, replacement turnaround).
Identify recurring failure patterns and drive root-cause follow-up with vendors.
Maintain RMA logs, case dashboards, and inventory reporting.
Develop and refine standard operating procedures (SOPs) for RMA and fleet support workflows.
Contribute hardware-failure and replacement data to monthly fleet health and SLA reporting.