RMA & Vendor Management Lead

Top 5 Individual Deliverables:

1. 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.
2. 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, GPU, HBA, and other field-replaceable units.
3. 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.
4. 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.
5. 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:
6. 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.
7. 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.
8. 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.
9. 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.
10. 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 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.