RMA & Repair Lead
EtchedVisit Etched website
Etched is an AI-hardware company building rack-scale frontier inference clusters.
San Jose, United States
Funding history
About Etched
Etched co-designs chips, racks, software, and manufacturing systems for efficient inference of frontier AI models, targeting throughput, latency, cost, and power efficiency across prefill and decode workloads.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build and manage the end-to-end returns and repair operation for AI hardware. You will own RMA workflows, repair strategy, technical debugging, failure analysis, repair documentation, supplier recovery, repair data, service metrics, customer escalations, and corrective-action feedback to design and production.
Requirements
- 8+ years of repair operations, RMA, or hardware support operations experience
- Experience building an in-house repair depot or managing an outsourced repair partner
- Hardware debug, board-level and system-level troubleshooting, and failure-analysis expertise
- Experience converting NPI or manufacturing documentation into repair processes and test flows
- Knowledge of root-cause and corrective-action processes
- Communication skills for working with customers, suppliers, and internal teams
- Experience with server, networking, or AI hardware; PLM or ERP; contract manufacturer or ODM management; service analytics; reverse logistics; or ISO quality systems
Responsibilities
- Own the RMA process from return authorization through repair or replacement, reverse logistics, and supplier recovery
- Develop and manage RMA workflows
- Build and manage in-house or outsourced repair operations and capacity
- Define repair strategy, debug flows, failure-analysis requirements, test coverage, and repair-versus-scrap criteria
- Convert manufacturing documentation into repair processes, work instructions, tooling, fixtures, and test flows
- Build repair data for turnaround time, failure rates, service cost, and repeat failures
- Implement repair metrics and dashboards
- Define SLAs and escalation paths
- Act as the technical contact for escalated customer issues
Benefits
- Medical, dental, and vision coverage
- $500 monthly credit for waiving medical benefits
- $2,500 monthly housing subsidy for eligible nearby residents
- Relocation support to San Jose
- Wellness benefits
- Daily lunch and dinner
- Unlimited compute budget subject to ROI justification