RMA & Repair Operations Lead for AI Hardware

US Health Partners, LLC; San Jose (CA); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision packages

$500 per month credit for waiving med

Housing subsidy near office

Relocation support

Wellness benefits

Daily lunch and dinner in office

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 own repair capabilities, in‑house or via partners, and translate manufacturing into scalable repair processes.

This role is hands‑on and deeply technical. If you thrive in fast‑paced environments and want to shape the repair ecosystem at a rapidly scaling startup, this role

Qualifications

• 8+ years of experience in Repair operations, RMA, or hardware support operations.
• Direct experience standing up a repair operation — either building an in‑house depot or managing outsourced repair partners.
• Hands‑on technical depth in hardware debug, board‑and‑system‑level troubleshooting, and failure analysis.
• Experience converting NPI/manufacturing process documentation into repair processes, work instructions, and test flows.
• Strong understanding of failure analysis (FA), root cause, and corrective action processes.
• Excellent communication skills and ability to work closely with customers, suppliers, and internal teams.

Responsibilities

• Own the end-to-end RMA process — from customer return authorization through repair or replacement, reverse logistics, and supplier recovery/warranty claims.
• Develop and manage RMA workflows, including return authorization, repair/replacement, and reverse logistics.
• Build and manage Etched's repair operations, whether in‑house or outsourced, capacity planning, and day‑to‑day management of in‑house depots and/or outsourced repair partners.
• Own the technical definition of repair: repair strategy by product and level (rack, server, module, component), debug flows, failure analysis requirements, test coverage, and repair‑vs‑scrap criteria.
• Translate production and manufacturing processes into repair processes — repair travelers, work instructions, tooling and fixtures, test stations, calibration, and operator training and certification.
• Build the data layer for repair: turnaround time, failure rates by part and failure mode, cost of service, and repeat‑failure tracking — and close the loop with design, quality, and manufacturing to drive corrective actions and improve product reliability.
• Design and implement metrics and dashboards (turnaround time, failure rates, cost of service) to monitor and improve operations.
• Define SLAs and escalation paths, and act as the technical point of contact for escalated customer issues.

Skills

Repair ops

RMA

Hardware support

Hardware debug

Failure analysis

Process documentation

Communication skills

Tools

PLM/ERP systems

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 own repair capabilities, in‑house or via partners, and translate manufacturing into scalable repair processes.

This role is hands‑on and deeply technical. If you thrive in fast‑paced environments and want to shape the repair ecosystem at a rapidly scaling startup, this role