RMA Coordinator

Gorilla Technology; Panvel; On-site; INR 300,000 - 540,000; Full time

Job summary

Gorilla Technology in Panvel, Maharashtra is seeking an experienced RMA Coordinator to manage open RMA cases, coordinate with OEMs and vendors, and maintain accurate records.

You will handle shift-based operations, provide daily status updates, and escalate ageing cases with clear facts to ensure timely resolutions.

Qualifications

• RMA coordination and ticket tracking discipline.
• Basic DC server hardware understanding (HDD/SSD, memory, CPU, NIC, RAID).
• OEM/vendor support coordination with vendors, service desks, logistics.
• Shift operations and handover discipline for continuity.
• Clear communication with facts (ticket age, SLA, ETA, owner, actions).

Responsibilities

• Track all open RMA cases during the assigned shift, including OEM/vendor ticket status, replacement ETA, ageing, SLA risk, pending actions, and closure status.
• Coordinate with OEMs, third-party vendors, and service partners to follow up on defective spare replacement, part dispatch, engineer assignment, delivery confirmation, and defective part return requirements.
• Maintain accurate RMA records and trackers, covering asset tag, serial number, part number, failure details, ticket ID, site location, warranty/support entitlement, SLA, replacement status, owner, and closure evidence.
• Support shift-based RMA operations, including daily status updates, shift handover notes, pending vendor actions, delayed cases, critical cases, and escalation items for the RMA & Vendor Management Lead.
• Escalate delayed or ageing RMA cases in a timely manner, with clear facts on impact, ticket age, vendor commitment, SLA breach risk, blocker, and required next action.

Skills

RMA coordination

Ticket tracking

DC server hardware

Vendor coordination

Shift handover

Job description

Panvel, Bhokarpada, Maharashtra, India | Posted on 06/27/2026

Responsibilities

• Track all open RMA cases during the assigned shift, including OEM/vendor ticket status, replacement ETA, ageing, SLA risk, pending actions, and closure status.
• Coordinate with OEMs, third-party vendors, and service partners to follow up on defective spare replacement, part dispatch, engineer assignment, delivery confirmation, and defective part return requirements.
• Maintain accurate RMA records and trackers, covering asset tag, serial number, part number, failure details, ticket ID, site location, warranty/support entitlement, SLA, replacement status, owner, and closure evidence.
• Support shift-based RMA operations, including daily status updates, shift handover notes, pending vendor actions, delayed cases, critical cases, and escalation items for the RMA & Vendor Management Lead.
• Escalate delayed or ageing RMA cases in a timely manner, with clear facts on impact, ticket age, vendor commitment, SLA breach risk, blocker, and required next action.

Top 5 Key Skills Required

• RMA coordination and ticket tracking discipline, with the ability to manage multiple OEM/vendor cases, update trackers accurately, and follow up until closure.
• Basic DC server hardware understanding, including familiarity with server components such as HDD/SSD, memory, GPU, CPU, motherboard, PSU, fan, RAID controller, NIC, HBA, GPU, and other field-replaceable units.
• OEM/vendor support coordination, including experience working with support portals, service desks, field engineers, logistics teams, and vendor escalation contacts.
• Shift operations and handover discipline, with ability to maintain continuity across shifts through clear updates, pending action lists, SLA risks, and escalation notes.
• Clear communication and escalation ability, with the capability to report status using facts such as ticket age, SLA due date, blocker, ETA, owner, vendor commitment, and next action.