Fleet Support / RMA Coordinator

STN Incorporated

Pleasanton, CA

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Artificial Intelligence (AI), Asset Management, Atlassian JIRA, Auditing, Cargo/Freight, Cellular Telephone, Cloud Computing, Collocation, Communication Skills, Computer Networks, Consulting, Cross-Functional, Dell Computers, Detail Oriented, Enterprise Protection, Fast Food, Follow Through, GPU (Graphics Processing Unit), Hardware Debugging, Health Plan, IT Service Management (ITSM), Information Technology & Information Systems, Internet Security, Inventory Reports, Juniper Networks Product Family, Leading Edge Technology, Logistics, Logistics Processes, Metrics, Multitasking, Network Operations Center, Network System Hardware, On Site Support, Organizational Skills, Performance Analysis, Presentation/Verbal Skills, Record Keeping, Reporting Dashboards, Server Hardware, Service Level Agreement (SLA), ServiceNow, Spreadsheets, Standard Operating Procedures (SOP), Standards Development, Supply Chain Management, Supply Chain Operations, Team Player, Technical Strategy, Time Management, United States Department of Energy (DOE), Vehicle Fleets, Vendor/Supplier Evaluation, Vendor/Supplier Management, Willing to Travel, Writing Skills

LOCATION

Pleasanton, CA

POSTED

5 days ago

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 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 & 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.

About the Company

STN Incorporated

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