RMA Coordinator II
About The Position
The RMA Coordinator II manages the Return Merchandise Authorization lifecycle across STN’s GPU One fleet. The role connects hardware vendor service teams, onsite data center coordinators, field technicians, and internal operations to ensure failed or defective hardware is diagnosed, replaced, tracked, and returned with minimal customer-cluster downtime. Success includes timely vendor responses, correctly positioned replacement parts, accurate inventory records, and thorough follow-through on every RMA case. The coordinator manages cases with hardware vendors such as HPE, Supermicro, Dell, Arista, and Juniper Networks; coordinates advanced replacements, cross-shipments, and depot repairs; and validates warranty and contract coverage. The position also supports onsite part swaps and returns, maintains RMA and spares inventory, monitors SLA performance, escalates delayed cases, identifies recurring failures, and maintains reporting and standard operating procedures. This is a full-time, non-exempt onsite position in Pleasanton, California, with travel as required. Compensation is $29.00–$38.00 per hour, depending on experience, and the position is eligible for overtime compensation in accordance with California law. Applicants must be legally authorized to work in the United States; employment visa sponsorship is not available. Employment is contingent on successful background and reference checks.
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, such as 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 skills.
- Proficiency with spreadsheets and ticketing or asset-management tools.
- Must be legally authorized to work in the United States; employment visa sponsorship is not available.
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 such as 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 with vendor support and services teams.
- Coordinate advanced replacements, cross-shipments, and depot repairs in accordance with vendor support contracts and SLA terms.
- Validate warranty status, entitlement, and support-contract coverage before initiating claims.
- Coordinate with onsite data center coordinators and field technicians to schedule part swaps, document failures, and confirm replacement installations and returns.
- Provide remote guidance, RMA paperwork, and shipping documentation to onsite staff.
- Ensure failed components are 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 components moving into and out of RMA.
- Reconcile inbound and outbound shipments, resolve discrepancies, and maintain minimum spares levels for critical components.
- Conduct periodic inventory audits to reconcile records with physical stock.
- 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 metrics such as mean time to repair, open-case aging, and replacement turnaround.
- Identify recurring failure patterns and drive root-cause follow-up with vendors.
- Monitor high-priority RMA and SLA compliance.
- Maintain RMA logs, case dashboards, and inventory reporting.
- Develop and refine standard operating procedures for RMA workflows.
- Prepare RMA performance reports.
Benefits
- Medical, dental, and vision health coverage
- Flexible spending accounts for health and dependent care
- 401(k) plan
- Paid time off
- Paid observed holidays
- Cell phone allowance
- Collaborative, growth-driven culture
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
