Etched The RMA & Repair Manager builds and manages the end-to-end returns and repair operations for AI hardware products. This includes overseeing repair workflows, capacity planning, failure analysis, and supplier recovery.
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.
You may be a good fit if you have (Must-have qualifications)
8+ years of experience in Repair operations, RMA, or hardware support operations, including ownership of end-to-end returns flow
Direct experience standing up a repair operation — either building an in-house depot or selecting and managing an outsourced repair partner [ especially from scratch in a fast-paced environment
Strong hands-on technical depth in hardware debug, board- and system-level troubleshooting, and failure analysis.
Qualification
Required
8+ years of experience in Repair operations, RMA, or hardware support operations
Direct experience standing up a repair operation either in-house or outsourced
