RMA Coordinator

STNorporated•Pleasanton, CA

8h•Onsite

About The Position

The RMA Coordinator owns the complete Return Merchandise Authorization (RMA) lifecycle across STN’s GPU One fleet. This individual serves as the primary liaison between hardware vendors, onsite data center teams, and internal operations to ensure defective hardware is diagnosed, replaced, tracked, and returned efficiently with minimal operational impact. Success in this role means RMA cases are managed proactively, replacement parts are delivered on time, inventory records remain accurate, and all vendor warranty and support obligations are fulfilled.

Requirements

2–4+ years in IT hardware logistics, RMA/warranty coordination, asset management, supply chain operations, or related fields.
Experience working with vendor RMA portals and support processes.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Proficiency with spreadsheets and ticketing or asset-management systems.
Candidates must be U.S. Citizens or Permanent Residents.
All applicants must be 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 equipment.
Experience in data center, colocation, or large-scale hardware environments.
Knowledge of shipping, freight, and logistics processes.
Experience with ITSM platforms such as ServiceNow or Jira.

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.
Coordinate advance replacements, cross-shipments, and depot repairs in accordance with vendor support agreements and SLAs.
Validate warranty status, entitlement, and support-contract coverage before initiating claims.
Coordinate with onsite data center personnel to schedule part replacements, document failures, and confirm installation of replacement components.
Provide RMA documentation, shipping instructions, and return authorization details.
Ensure failed components are properly packaged, labeled, and returned within vendor-required timelines.
Maintain accurate RMA and spares inventory records.
Track serial numbers, part numbers, and asset tags for all components associated with RMA activity.
Reconcile inbound and outbound shipments and resolve discrepancies.
Conduct periodic inventory audits to ensure inventory accuracy.
Escalate delayed or stalled cases with vendor support teams and drive timely resolution.
Monitor vendor performance against contractual SLAs.
Identify recurring hardware failures and coordinate root-cause discussions with vendors.
Maintain RMA logs, case dashboards, and inventory reporting.
Develop and maintain RMA standard operating procedures (SOPs).
Contribute RMA metrics and hardware replacement data to operational reporting.