RMA Coordinator

RMA Coordinator Location: Onsite – Pleasanton, CA or Data Center Site – Odessa, TX; Travel as Required Reporting to: DCO Overview 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. Key Responsibilities Vendor Coordination & RMA Management 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. Onsite Coordination Coordinate with onsite data center personnel to schedule part replacements, document failures, 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. RMA & Inventory Management 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. Escalation & SLA Management 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. Reporting & Documentation 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. Experience & Qualifications Required 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. Preferred 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. Key Competencies Ownership mindset and accountability for case closure. Exceptional attention to detail. Ability to manage multiple priorities and deadlines. Strong cross‑functional communication and vendor management skills. Compensation Full-Time, Exempt $75,000-$95,000/year, DOE Benefits Health Coverage – Medical, Dental & Vision FSA Health and Dependent Care available 401(k) Plan Unlimited Paid Time Off (PTO) Observed Holidays Paid Cell Phone Allowance Collaborative, growth‑driven culture Candidates must be U.S. Citizens or Permanent Residents. We are unable to provide sponsorship at this time. Employment is contingent upon the successful completion of a background check and reference verification. All applicants must be authorized to work in the United States on a full‑time basis. #J-18808-Ljbffr STN Incorporated