RMA & Repair Lead

The role

The RMA and Repair Lead will build and run the end-to-end returns and repair operation for AI hardware. This role involves managing repair capabilities in-house or through partners and owning technical debug and failure analysis requirements.

What you will do

• Own the end-to-end RMA process from authorization through supplier recovery
• Develop and manage RMA workflows including reverse logistics
• Build and manage repair operations and capacity planning
• Own technical definition of repair strategy, debug flows, and failure analysis
• Translate manufacturing processes into repair processes and work instructions
• Build the data layer for repair including turnaround time and failure rates
• Design and implement metrics and dashboards to monitor operations
• Define SLAs and escalation paths and act as technical contact for escalated issues

Required qualifications

• 8+ years of experience in Repair operations, RMA, or hardware support operations
• Direct experience standing up a repair operation
• 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

Nice to have

• Experience supporting server, networking, or AI hardware deployments at rack scale
• Familiarity with PLM/ERP systems for tracking returns, parts, repairs and warranty claims
• Contract manufacturer or ODM relationship management
• Data-driven service analytics
• Global reverse logistics, customs, and cross-border repair flows
• ISO standards, quality systems, and regulatory requirements for hardware returns and repairs

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

About the company

Etched is building hardware for frontier intelligence by co-designing chips, racks, software, and manufacturing. They are a fully in-person team in San Jose (Santana Row).