Senior Hardware Repair & RMA Operations Lead

Etched.ai; San Jose (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision

Housing subsidy

Relocation support

Wellness benefits

Daily lunch and dinner

Job summary

Etched.ai seeks an RMA and Repair Lead to own end-to-end returns and repair operations for AI hardware. You will diagnose, repair, and manage supplier recovery, translating manufacturing processes into repeatable repair workflows and driving reliability improvements.

This hands-on role requires 8+ years in repair operations, strong hardware debugging skills, and the ability to coordinate with customers, suppliers, and internal teams. San Jose office-based role with in-person collaboration.

Qualifications

• 8+ years of experience in Repair operations, RMA, or hardware support operations.
• Hands-on hardware debug, board- and system-level troubleshooting, and failure analysis.
• Experience turning NPI/manufacturing docs into repair processes, work instructions, and test flows.
• Strong root cause and corrective action skills.
• Excellent communication with customers, suppliers, and internal teams.

Responsibilities

• Own the end-to-end RMA process — from customer return authorization through triage, 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 operations

Hardware debugging

Failure analysis

NPI to repair processes

Customer & supplier collaboration

Job description

Etched.ai seeks an RMA and Repair Lead to own end-to-end returns and repair operations for AI hardware. You will diagnose, repair, and manage supplier recovery, translating manufacturing processes into repeatable repair workflows and driving reliability improvements.

This hands-on role requires 8+ years in repair operations, strong hardware debugging skills, and the ability to coordinate with customers, suppliers, and internal teams. San Jose office-based role with in-person collaboration.