RMA Lead

About the role

We are seeking a Data Center RMA Lead to join our team at our Las Vegas Headquarters. This position reports to the Director of Data Center Operations.

Responsibilities

• Stock Control: Conduct monthly reviews with the Data Center/RMA Specialists at each site to ensure critical spares inventory is maintained.
• DCIM Accuracy: Ensure the Data Center Infrastructure Management (DCIM) database and ERP systems are updated by the Data Center team and accurately represent the current Data Centers physical layout and the equipment installed at each site.
• Audit Leadership: Conduct monthly reviews with the Data Center RMA/Inventory Specialists at each site to ensure 100% accuracy is maintained.
• Audit Leadership: Conduct Quarterly reviews with the Data Center/RMA specialists at each site to ensure site inventory cages and data center floor are 100% accurate.
• Procurement Support: Conduct quarterly reviews of the procurement process to ensure data centers are properly stocked. Assist the Data Center RMA/Inventory Specialists and Data Center Managers with any procurement issues.
• End-to-End RMA: Work with the Data Center RMA/Inventory Specialists and Data Center Managers to ensure all RMAs are handled efficiently and that all RMA related equipment is tracked for delivery and returns. Work with the hardware vendors to coordinate the RMA process with them and work through all issues associated with the overall process.
• Defective Media Handling: Work with the Data Center RMA/Inventory Specialists to ensure all defective media is handled according to company privacy standards (e.g., NIST 800-88). Maintain accurate records of media handling for all Data Centers listed by each site per compliance and data privacy standards (e.g., NIST 800-88).
• Shipping & Receiving: Review the records for each Data Center and verify that the information is recorded correctly and address any cases where it is not.
• On-Site Coordination: Oversee the coordination with the third-party vendors to ensure sites are notified when third-party vendor technicians are scheduled to be onsite and that their contact information is provided to the local Data Center RMA/Inventory Specialist and Data Center Manager.
• Repair Oversight: Oversee the sites to ensure all repairs are completed in a timely manner and that all safety, security, and "Clean Room" protocols are followed.
• Quality Assurance: Oversee that all vendor repairs are done to standards and that the parts are being correctly logged.

Requirements

• 2+ years managing staff
• 2+ years working with hardware vendors along with experience utilizing their ticketing and RMA processes.
• 2+ years in inventory management, logistics, or warehouse operations, preferably within a high-tech or data center environment.
• Strong understanding of shipping/receiving procedures and RMA workflows.
• Ability to identify various IT components (CPUs, DIMMs, SFP types, Fiber connectors).
• Proficiency with inventory management software and ticketing systems (e.g., ServiceNow, Jira, NetBox).

Preferred Qualifications

• Experience in a customer-facing operations role at a cloud provider, managed services provider, or colocation facility
• Exposure to GPU infrastructure, HPC clusters, or AI/ML compute environments.
• Direct experience managing hardware replacement workflows through enterprise portals such as Dell TechDirect, HPE Support Center, or Cisco CCO.
• DCIM/ERP Expertise: Previous experience using Data Center Infrastructure Management (DCIM) tools (e.g., NetBox, Device42, Nlyte) or enterprise inventory systems (e.g., SAP, Oracle, or ServiceNow Asset Management).
• Data Sanitation Standards: Working knowledge of NIST 800-88 or DoD 5220.22-M standards for secure data destruction and hard drive decommissioning.
• 5S/Lean Methodology: Experience implementing 5S (Sort, Set in order, Shine, Standardize, Sustain) or Lean principles within a warehouse or inventory "cage" environment to optimize space and workflow.
• Technical Hardware Identification: Ability to visually distinguish between similar but incompatible components (e.g., SFP vs. QSFP, Multi-mode vs. Single-mode fiber, or different generations of DDR RAM).
• Material Handling Certification: Current or previous certification in the operation of pallet jacks, stackers, or forklifts within a warehouse or loading dock setting.
• Logistics & Compliance: Familiarity with international shipping requirements, including Commercial Invoices, AES filings, or ATA Carnets for moving hardware across borders.
• Asset Tagging Strategy: Experience designing or maintaining a barcoding/QR code system for rapid asset tracking and audit reconciliation.