RMA & Vendor Management Lead

Gorilla Technology; Panvel; On-site; INR 558,000 - 892,800; Full time

Job summary

Gorilla Technology in Panvel, Maharashtra, is seeking a dedicated RMA Operations Specialist to own the end-to-end lifecycle of server hardware spares and replacements.

You will coordinate with OEMs, service partners, and internal teams to meet SLA targets, maintain trackers, and escalate blockers with fact-based communication.

Qualifications

• Experience in end-to-end RMA lifecycle for server hardware.
• Ability to drive OEMs and vendors to meet replacement timelines.
• Strong governance with SLA ageing and management reporting.

Responsibilities

• Own end-to-end RMA lifecycle for DC server infrastructure spares.
• Drive OEMs and vendors to meet replacement timelines for critical components.
• Maintain live RMA and defective spares tracker with key fields.
• Coordinate with Data Centre Ops, Technical, Asset, Procurement, Finance, Logistics, and Support teams to remove blockers.
• Escalate ageing or business-critical RMA cases with documented actions.

Skills

DC server hardware

RMA management

Vendor coordination

SLA governance

Escalation & comms

Tools

Vendor portals

Job description

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

Responsibilities

• Own the end-to-end RMA lifecycle for DC server infrastructure spares, including fault validation, case creation, OEM/vendor ticket logging, defective part return, replacement tracking, closure confirmation, and documentation.
• Drive OEMs, third-party vendors, and service partners to meet committed replacement timelines, especially for critical server components such as GPU, motherboard, CPU, memory, disk, RAID controller, NIC, PSU, fan, HBA, and other field-replaceable units.
• Maintain a live RMA and defective spares tracker covering ticket ID, asset serial number, part number, failure details, business impact, warranty/support entitlement, SLA, owner, ETA, ageing, escalation status, replacement received date, and closure evidence.
• Coordinate closely with Data Centre Operations, Technical, Asset, Procurement, Finance, Logistics, and Support teams to remove blockers related to warranty entitlement, PO requirements, shipment delays, customs/logistics, part availability, vendor access, and defective part return.
• Escalate ageing or business‑critical RMA cases with facts, including impact, SLA breach risk, vendor commitment gap, required decision, recovery action, and escalation owner.

Top 5 Key Skills Required

• Strong DC server infrastructure and hardware support knowledge, with practical understanding of server components, OEM support models, warranty entitlement, break‑fix workflows, spare replacement cycles, and data centre operational dependencies.
• Proven RMA and defective spare replacement management experience, with ability to track, chase, escalate, and close hardware replacement cases within SLA across OEMs and third‑party vendors.
• Vendor, OEM, and Procurement coordination capability, including working with support portals, vendor service desks, field engineers, logistics teams, procurement teams, and account/service managers to ensure timely spare delivery and case closure.
• Strong operational governance discipline, including RMA trackers, SLA ageing reports, case status reviews, action tracking, escalation logs, asset/serial number mapping, replacement evidence, and weekly management reporting.
• Fact‑based communication and escalation skills, with ability to present RMA status clearly using open/closed counts, SLA breaches, ageing cases, critical blockers, pending vendor actions, replacement ETA, risks, and recovery plans.