Fleet Support / RMA Coordinator

Pleasanton, CA

Full Time

Operations

Experienced

Fleet Support / RMA Coordinator

Location: Onsite – Pleasanton, CA or Data Center Site – Odessa, TX; Travel as Required
Reporting to: Operations

At STN, we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure, scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we believe empowered teams build transformative technology.

Overview
Merchandise Authorization (RMA) lifecycle across STN’s GPU One fleet. This individual serves as the connective tissue between vendor services teams, onsite data center coordinators, and internal operations—ensuring failed or defective hardware is diagnosed, replaced, tracked, and returned with minimal downtime to customer clusters.

Success in this role means vendors respond on time, replacement parts are where they need to be, inventory records are always accurate, and no RMA case slips through the cracks.

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, working directly with each vendor’s support and services teams.
Coordinate advance 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.

Onsite Coordination

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.

RMA & Spares Inventory

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.

Escalation & SLA Management

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.

Reporting & Documentation

Maintain RMA logs, case dashboards, and inventory reporting.
Develop and refine standard operating procedures (SOPs) for RMA and fleet support workflows.
Contribute hardware-failure and replacement data to monthly fleet health and SLA reporting.

Experience & Qualifications

Required

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.

Preferred

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).

Key Competencies

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, 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.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Who referred you to this position? Enter their first and last name here.

What's your citizenship / employment eligibility?*

What's your highest level of education completed?

Desired salary*

Do you have 2 - 4 years of IT hardware logistics, data center operations, RMW / warranty coordination, or supply chain management? If yes, please explain.*

Do you have hands-on experience with vendor RMA portals and support processes (HPE, Supermicro, Dell, Arista, Juniper or similar)?*

Which ITSM / Ticketing Platforms have you used?*

Are you familiar with GPU server hardware, NVIDIA systems, and data center networking equipment? If yes, please explain.*

Are you able to work onsite at our Pleasanton Office or travel as needed to our data center locations?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Human Check*

Submit Application

At STN, we’re always looking for passionate professionals who want to solve complex challenges, support critical systems, and make a real impact. Explore our open positions and see how you can be part of our growing team.