Customer Service Associate

About TensorWave Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure. About the Role We’re looking for a Data Center Inventory Specialist to join our team during an exciting phase of growth. In this role, you’ll be responsible for managing the entire lifecycle of our hardware assets, high-performance network environments , working closely with cross-functional partners to support business objectives while upholding our standards for excelle nce, collaboration, and impact. What You’ll Do Stock Control: Maintain a precision inventory of critical spares (SFPs, fiber jumpers, hard drives, RAM, power cables, and tools). DCIM Accuracy: Ensure the Data Center Infrastructure Management (DCIM) database and ERP systems are updated in real-time as assets move in and out of the "Ready for Use" (RFU) state. Audit Leadership: Conduct weekly and monthly physical audits of the inventory cage and the data center floor to ensure 100% asset accuracy. Procurement Support: Monitor "par levels" and alert the Data Center Manager when stock reaches reorder points to prevent project delays. End-to-End RMA: Initiate and track Return Merchandise Authorizations (RMA) with vendors (e.g., Dell, HPE, Cisco, Arista). Defective Media Handling: Manage the secure handling and tracking of failed storage media, ensuring compliance with data privacy standards (e.g., NIST 800-88). Shipping & Receiving: Manage the loading dock operations, including unboxing, palletizing, and coordinating with carriers (FedEx, UPS, Freight) for outgoing repairs. On-Site Coordination: Act as the primary liaison for third-party vendor technicians. You will schedule their visits and ensure they have the necessary access to perform repairs. Repair Oversight: Escort vendor technicians on the data center floor, ensuring they follow all safety, security, and "Clean Room" protocols while performing hardware swaps. Quality Assurance: Verify that vendor repairs are completed to standard and that all replaced parts are correctly logged before the vendor leaves the site. Tech Collaboration: Work closely with the 8 Data Center Technicians to identify hardware failure trends and ensure that "Dead on Arrival" (DOA) equipment is caught and processed immediately. Basic Troubleshooting: Perform initial "health checks" on returned or refurbished gear to ensure it is functional before returning it to general stock. Who You Are Required Qualifications 2+ years in inventory management, logistics, or warehouse operations, preferably within a high-tech or data center environment. Strong understanding of shipping/receiving procedures and RMA workflows. Ability to identify various IT components (CPUs, DIMMs, SFP types, Fiber connectors). Proficiency with inventory management software and ticketing systems (e.g., ServiceNow, Jira, NetBox). High level of organizational skill—you are the person who notices when a single SFP is missing from a box of 50. Willingness to work shift schedules including nights, weekends, and holidays as part of a 24/7 coverage model Ability to operate a pallet jack and other warehouse equipment safely. Ability to lift and move boxes up to 50 lbs . Willingness to work in a loud, climate-controlled data center environment. Preferred Qualifications Experience in a customer-facing operations role at a cloud provider, managed services provider, or colocation facility Exposure to GPU infrastructure, HPC clusters, or AI/ML compute environments. Direct experience managing hardware replacement workflows through enterprise portals such as Dell TechDirect, HPE Support Center, or Cisco CCO. DCIM/ERP Expertise: Previous experience using Data Center Infrastructure Management (DCIM) tools (e.g., NetBox, Device42, Nlyte ) or enterprise inventory systems (e.g., SAP, Oracle, or ServiceNow Asset Management ). Data Sanitation Standards: Working knowledge of NIST 800-88 or DoD 5220.22-M standards for secure data destruction and hard drive decommissioning. 5S/Lean Methodology: Experience implementing 5S (Sort, Set in order, Shine, Standardize, Sustain) or Lean principles within a warehouse or inventory "cage" environment to optimize space and workflow. Technical Hardware Identification: Ability to visually distinguish between similar but incompatible components (e.g., SFP vs. QSFP , Multi-mode vs. Single-mode fiber , or different generations of DDR RAM). Material Handling Certification: Current or previous certification in the operation of pallet jacks, stackers, or forklifts within a warehouse or loading dock setting. Logistics & Compliance: Familiarity with international shipping requirements, including Commercial Invoices, AES filings, or ATA Carnets for moving hardware across borders. Asset Tagging Strategy: Experience designing or maintaining a barcoding/QR code system for rapid asset tracking and audit reconciliation. What We Offer Stock Options 100% paid Medical, Dental, and Vision insurance for Employees Company Health Savings Account Contributions 100% paid Short Term and Long Term Disability Insurance for Employees Life and Voluntary Supplemental Insurance Options Other Insurance Options, such as Pet & Legal Insurance Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support Flexible Spending Account 401(k) Employee Assistance Program Flexible PTO Paid Holidays Parental Leave Other In-Office Perks Equal Employment Opportunity TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law. Reasonable Accommodations TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact View email address on click.appcast.io. Employment Eligibility All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law. Background Checks Where permitted by law, employment may be contingent upon the successful completion of a job-related background check. Data Privacy Notice By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy law #J-18808-Ljbffr