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RMA & Repair Lead

Etched· Production
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San JoseFull-timePosted 1mo ago

About the role

RMA and Repair Lead to build and run end-to-end returns and repair operations for AI hardware, from customer failure report through diagnosis, repair, and supplier recovery. Own repair capability (in-house or outsourced), translate manufacturing processes into repeatable repair processes, and feed insights back to design and production.

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.

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.
  • 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

Skills

Required:RMA and repair operations managementHardware debugging and failure analysisNPI/manufacturing process to repair translation
Nice to have:Data analytics for repair operations

Benefits

  • Medical, dental, and vision packages with generous premium coverage
  • $500 per month credit for waiving medical benefits
  • Housing subsidy of $2,500 per month for those living within walking distance of the office
  • Relocation support for those moving to San Jose (Santana Row)
  • Various wellness benefits covering fitness, mental health, and more
  • Daily lunch and dinner in our office
  • Unlimited compute budget subject to ROI justification
Last updated Sep 17, 2026. Interested? Apply on the company site.
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About Etched

Etched is building frontier inference clusters: co-designs chips, racks, software and manufacturing to push the pareto frontier for AI hardware.

frontier inference clustersAI hardwarechipsrackssoftwaremanufacturingparto frontier
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