Fleet Support / RMA CoordinatorLocation: Onsite - Pleasanton, CA or Data Center Site - Odessa, TX; Travel as Required
Reporting to: DCO
OverviewMerchandise 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 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, 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 & QualificationsRequired- 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.
Experience & QualificationsRequired- 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
