RMA Coordinator II

RMA Coordinator II

• 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, working directly with each vendor’s support and services teams.
• Coordinate advanced replacements, cross-shipments, and depot repairs in line with each vendor’s support contract and SLA terms.
• Validate warranty status, entitlement, and support-contract coverage before initiating any claim.

• Partner with onsite data center coordinators and field technicians (Odessa, Marshfield, CoreSite, and other sites) to schedule part swaps, document failures, and confirm replacement installs and returns.
• Provide remote guidance, RMA paperwork, and shipping documentation to onsite staff.
• Ensure failed components are properly diagnosed, packaged, labeled, and returned within vendor return windows.

• Maintain accurate, real-time RMA and spares inventory records across the fleet.
• Track serial numbers, part numbers, and asset tags for all components moving in and out of RMA.
• Reconcile inbound and outbound shipments, flag and resolve discrepancies, and keep par/minimum spares levels stocked for critical components.
• Conduct periodic inventory audits to keep records and physical stock in sync.

• 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 key metrics (mean time to repair, open-case aging, replacement turnaround).
• Identify recurring failure patterns and drive root-cause follow-up with vendors.
• Monitor high-priority RMA/SLA compliance.

• Maintain RMA logs, case dashboards, and inventory reporting.
• Develop and refine standard operating procedures (SOPs) for RMA workflows.
• Prepare RMA performance reports.

Experience & Qualifications

• 2–4+ years 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 (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/asset-management tools.

• 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/ticketing platforms (ServiceNow, Jira, or similar).

• Ownership mindset—treats every open case as their responsibility until it is closed.
• Detail orientation—accurate serial/part tracking and clean records are non-negotiable.
• Composure under pressure—handles downtime-driven urgency calmly and methodically.
• Cross-functional communication—translates clearly between vendors, onsite teams, and internal stakeholders.

Compensation

• Full-Time, Non-Exempt
• $29.00-$38.00/hr., DOE
• This position is eligible for overtime compensation in accordance with California law.

Benefits

• Health Coverage – Medical, Dental & Vision
• FSA Health and Dependent Care available
• 401(k) Plan
• Paid Time Off (PTO)
• Observed Holidays Paid
• Cell Phone Allowance
• Collaborative, growth-driven culture

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.