RMA Coordinator II

STNorporated•Pleasanton, CA

1d•Onsite

About The Position

The RMA Coordinator II manages the Return Merchandise Authorization (RMA) lifecycle across STN’s GPU One fleet. The role connects hardware vendor services teams, onsite data center coordinators, 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, accurate inventory records, and reliable follow-through on every RMA case. The position coordinates RMA cases with hardware vendors, oversees replacement and repair logistics, and works with onsite staff to arrange part swaps and returns. It maintains RMA and spares inventory records, monitors vendor service-level agreements, escalates delayed cases, tracks performance metrics, and maintains process documentation and reporting. The role is onsite in Pleasanton, California, with travel as required, and reports to the Logistics Manager.

Requirements

2–4+ years of experience 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.
Proficiency with spreadsheets and ticketing or asset-management tools.
Ownership mindset and accountability for cases through closure.
Detail orientation in serial- and part-number tracking and recordkeeping.
Ability to handle downtime-driven urgency calmly and methodically.
Ability to communicate clearly across vendors, onsite teams, and internal stakeholders.
Legally authorized to work in the United States; employment visa sponsorship is not available.
Successful completion of a background check and reference verification.

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 or 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, current RMA and spares inventory records across the fleet, including serial numbers, part numbers, and asset tags.
Reconcile inbound and outbound shipments, resolve discrepancies, and maintain minimum spares levels for critical components.
Conduct periodic inventory audits to align 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 coordinate 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.