RMA & Hardware Repair Operations Lead

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

Benefits offered by this job

Medical, dental, and vision packages

Housing subsidy of $2k per month near杏

Relocation support to San Jose

Wellness benefits

Daily lunch and dinner in the office

Unlimited compute budget

Job summary

Etched is seeking an RMA and Repair Manager 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 own the repair capability whether it’s in-house or through outsourced partners, and translate manufacturing processes into repeatable repair workflows.

This hands-on role requires deep technical depth in hardware debug, failure analysis, and data-driven repair

Qualifications

• 8+ years of experience in Repair operations, RMA, or hardware support operations.
• Direct experience standing up a repair operation—building an in-house depot or managing an outsourced partner.
• Strong hands‑on technical depth in hardware debugging and failure analysis.
• Experience converting manufacturing processes into repair workflows and test flows.
• Solid understanding of failure analysis, root cause, and corrective actions.

Responsibilities

• Own the end-to-end RMA process from return authorization to triage, repair or replacement, and supplier recovery.
• Develop and manage RMA workflows including reverse logistics.
• Build and manage repair operations, in-house or outsourced, with capacity planning and day-to-day depot management.
• Define repair strategy by product and level (rack, server, module, component) and establish debug flows.
• Translate production processes into repair travelers, work instructions, tooling, and test stations.
• Create data layers for repair metrics like turnaround time, failure rates, and cost of service.
• Design and implement dashboards and SLAs; act as technical point of contact for escalated issues.

Skills

Repair operations

RMA process

Hardware debugging

Failure analysis

Operations management

Customer collaboration

Tools

PLM/ERP systems

Job description

Etched is seeking an RMA and Repair Manager 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 own the repair capability whether it’s in-house or through outsourced partners, and translate manufacturing processes into repeatable repair workflows.

This hands-on role requires deep technical depth in hardware debug, failure analysis, and data-driven repair