Fleet Support / RMA Coordinator

# Fleet Support / 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** 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 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 & 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 as…