RMA Coordinator

Pleasanton, CA
Full Time
DCO
Mid Level

RMA Coordinator

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

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
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, and 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.

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