RMA specialist (reverse logistics, Supply chain, hardware support)

Job Title: RMA specialist
Location: Santa Clara, CA
Work Mode: Onsite
Employment Type: 3-month contract with potential for full-time conversion

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

Founded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.