What You'll Do
Own the full RMA cycle: intake, validation, triage, shipment, tracking, and closure for AI networking hardware (NICs, DPUs, SmartNICs)
Process and manage RMA cases in Salesforce, coordinating with customers, engineering, and supply chain
Track inventory, replacements, and swap stock in SAP; maintain accuracy of parts and shipment records
Analyze return trends and failure data to identify systemic issues — escalate patterns to engineering with supporting evidence
Use AI-powered tools to accelerate case triage, automate routine classification, and surface insights from return data
Build and maintain dashboards and reports on RMA volume, turnaround time, and failure categories
Partner with logistics and warehouse teams to meet SLA commitments
Document processes and contribute to knowledge base articles for common return scenarios

What We're Looking For
2+ years in RMA, reverse logistics, or hardware support operations
Hands-on experience with Salesforce (case management) and SAP (inventory/logistics)
Familiarity with networking hardware — NICs, switches, cables, or similar datacenter equipment
Strong attention to detail and ability to manage high volumes of concurrent cases
Clear written and verbal communication — you'll interact directly with customers and cross-functional teams
Comfort with data analysis: pivot tables, trend identification, basic reporting

What Sets You Apart
Experience supporting AI/ML infrastructure or datacenter-scale networking deployments
Proficiency with AI and generative AI tools — using LLMs or copilots for case summarization, triage automation, or analytics
Familiarity with RDMA/RoCE, InfiniBand, or GPU cluster interconnect technologies
Experience building or improving RMA workflows and automation
Background in quality analysis or failure trend reporting for hardware products

Notes:
Onsite