Etched
RMA & Repair Lead
San Jose · Senior
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About the role
- If you thrive in fast-paced environments, enjoy solving ambiguous problems, and want to shape the repair ecosystem at a rapidly scaling startup, this role is for you.
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
- 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
- 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
- Relocation support for those moving to San Jose (Santana Row)
Requirements
- 8+ years of experience in Repair operations, RMA, or hardware support operations, including ownership of end-to-end returns flow
- 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
- Experience supporting server, networking, or AI hardware deployments at rack scale
- Familiarity with PLM/ERP systems for tracking returns, parts, repairs and warranty claims
- You may be a good fit if you have (Must-have qualifications)
Benefits
- Medical, dental, and vision packages with generous premium coverage
- $500 per month credit for waiving medical benefits
- Various wellness benefits covering fitness, mental health, and more
- 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
Company info
- We are the first inference-focused frontier AI system, betting early on transformer and transformer-like architectures and on increasing model sizes.
- We are a fully in-person team in San Jose (Santana Row), and greatly value engineering skills.
This listing is sourced directly from Etched's careers page and normalized into a canonical job model.