RMA Coordinator

Top 5 Individual Deliverables:

1. Track all open RMA cases during the assigned shift, including OEM/vendor ticket status, replacement ETA, ageing, SLA risk, pending actions, and closure status.

2. 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.

3. 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.

4. 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.

5. 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:

1. RMA coordination and ticket tracking discipline, with the ability to manage multiple OEM/vendor cases, update trackers accurately, and follow up until closure.

2. 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.

3. OEM/vendor support coordination, including experience working with support portals, service desks, field engineers, logistics teams, and vendor escalation contacts.

4. Shift operations and handover discipline, with ability to maintain continuity across shifts through clear updates, pending action lists, SLA risks, and escalation notes.

5. 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.

Requirements

Join Gorilla Technology – Where Innovation Meets Impact!

At Gorilla Technology, we believe in shaping a smarter, safer, and more connected future. As a global leader in AI-driven solutions for smart cities, security, and edge computing, we are passionate about empowering organizations, governments, and enterprises to unlock the potential of cutting-edge technologies. Our solutions aren't just about technology; they are about making a tangible difference in how cities operate, how businesses thrive, and how communities stay safe.

With over two decades of expertise, a presence in multiple countries, and a diverse team of brilliant minds, we are pushing the boundaries of innovation. We foster a culture of collaboration, creativity, and excellence, ensuring that every team member can grow, learn, and contribute to game-changing solutions that have real-world impact.

If you're ready to make a difference with your career, to work on projects that transform industries, and to be part of a team that values your contributions, then Gorilla Technology is the place for you. Together, let's drive innovation, enhance quality of life, and shape the future.