Hardware RMA & Repair Lead

Delos; San Jose (CA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision packages

$500 per month medical premium credit

Housing subsidy

Relocation support

Wellness benefits

Daily lunch and dinner

Unlimited compute budget

Job summary

Etched is seeking an RMA and Repair Lead to build and run the end-to-end returns and repair operation for our AI hardware — from the moment a customer reports a failure through diagnosis, repair, and supplier recovery. You’ll be responsible for managing the repair capability whether it’s in-house or through outsourced partners.

This role is deeply technical and hands‑on: you'll own the repair, debug, and failure analysis requirements for our products, translate our manufacturing processes into

Qualifications

• 8+ years in repair operations or hardware support with end-to-end returns flow.
• Hands-on depth in hardware debugging and failure analysis.
• Experience turning manufacturing processes into repair work instructions.
• Strong ability to document repair processes and test flows.
• Excellent communication with customers, suppliers and internal teams.

Responsibilities

• Own end-to-end RMA process from authorization to triage and repair or replacement.
• Develop and manage repair workflows and reverse logistics.
• Run in-house or outsourced repair operations and depot management.
• Define repair strategy by product and level, and establish test coverage.
• Translate production processes into repair travelers, tooling, and training.
• Build data layer for repair metrics and drive improvements with design and manufacturing.
• Design dashboards to monitor turnaround time, failure rates, and costs.
• Set SLAs and act as technical point of contact for escalated issues.

Skills

Repair operations

Hardware debugging

Failure analysis

Process documentation

Customer communication

Cross-functional collaboration

Job description

Etched is seeking an RMA and Repair Lead to build and run the end-to-end returns and repair operation for our AI hardware — from the moment a customer reports a failure through diagnosis, repair, and supplier recovery. You’ll be responsible for managing the repair capability whether it’s in-house or through outsourced partners.

This role is deeply technical and hands‑on: you'll own the repair, debug, and failure analysis requirements for our products, translate our manufacturing processes into