RMA Specialist

Infotree Global Solutions; Santa Clara (CA); On-site; USD 75,000 - 105,000; Full time

Job summary

Infotree Global Solutions is seeking an RMA Operations Analyst to manage end-to-end returns for AI/datacenter networking hardware, including NICs, DPUs, and SmartNICs. You will ensure timely resolutions and SLA compliance, handling cases in Salesforce and tracking parts in SAP.

You will analyze hardware failure trends, create dashboards, and leverage AI tools to improve triage and automate routine RMA activities, collaborating with customers, engineering, and logistics teams.

Qualifications

• Experience with RMA operations for hardware components.
• Familiarity with Salesforce for case management.
• Experience using SAP for inventory/tracking.
• Ability to analyze hardware failure trends and produce dashboards.
• Basic data analysis skills.

Responsibilities

• Manage end-to-end RMA process from case creation to resolution.
• Coordinate with customers, engineering, supply chain, and logistics.
• Track replacements and SLA adherence.
• Create reports/dashboards on failure trends.
• Leverage AI tools to improve triage and automate routine tasks.

Skills

RMA processes

Data analysis

Cross-functional collaboration

AI tooling

Tools

Salesforce

SAP

Job description

This role focuses on managing the end-to-end RMA process for AI/datacenter networking hardware such as NICs, DPUs, and SmartNICs. You’ll handle RMA cases in Salesforce, track inventory and replacement parts in SAP, coordinate with customers, engineering, supply chain, and logistics, and ensure returns and replacements are completed within SLA.

You’ll also analyze hardware failure trends, create reports/dashboards, and use AI tools to improve case triage and automate routine RMA activities. Experience with networking/datacenter hardware, RMA operations, Salesforce, SAP, and basic data analysis is important