RMA specialist # 26-24534

US Tech Solutions • Santa Clara, CA

13h

About The Position

We are seeking an RMA Specialist to own the full RMA (Return Merchandise Authorization) cycle for AI networking hardware, including NICs, DPUs, and SmartNICs. This role involves managing RMA cases in Salesforce, coordinating with customers, engineering, and supply chain. You will track inventory, replacements, and swap stock in SAP, ensuring accuracy of parts and shipment records. A key part of this role is analyzing return trends and failure data to identify systemic issues and escalating these patterns to engineering with supporting evidence. You will also leverage AI-powered tools to accelerate case triage, automate routine classifications, and extract insights from return data. Additionally, you will build and maintain dashboards and reports on RMA volume, turnaround time, and failure categories, and partner with logistics and warehouse teams to meet SLA commitments. Documenting processes and contributing to knowledge base articles for common return scenarios is also expected.

Requirements

• Hands-on experience with Salesforce (case management) and SAP (inventory/logistics)
• Familiarity with networking hardware — NICs, switches, cables, or similar datacenter equipment
• Strong attention to detail and ability to manage high volumes of concurrent cases
• Clear written and verbal communication — you'll interact directly with customers and cross-functional teams
• Comfort with data analysis: pivot tables, trend identification, basic reporting
• 2+ years in RMA, reverse logistics, or hardware support operations

Nice To Haves

• Experience supporting AI/ML infrastructure or datacenter-scale networking deployments
• Proficiency with AI and generative AI tools — using LLMs or copilots for case summarization, triage automation, or analytics
• Familiarity with RDMA/RoCE, InfiniBand, or GPU cluster interconnect technologies
• Experience building or improving RMA workflows and automation
• Background in quality analysis or failure trend reporting for hardware products

Responsibilities

• Own the full RMA cycle: intake, validation, triage, shipment, tracking, and closure for AI networking hardware (NICs, DPUs, SmartNICs)
• Process and manage RMA cases in Salesforce, coordinating with customers, engineering, and supply chain
• Track inventory, replacements, and swap stock in SAP; maintain accuracy of parts and shipment records
• Analyze return trends and failure data to identify systemic issues — escalate patterns to engineering with supporting evidence
• Use AI-powered tools to accelerate case triage, automate routine classification, and surface insights from return data
• Build and maintain dashboards and reports on RMA volume, turnaround time, and failure categories
• Partner with logistics and warehouse teams to meet SLA commitments
• Document processes and contribute to knowledge base articles for common return scenarios

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED