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

Notes:

Onsite VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status