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Etched is building specialized AI inference hardware (chips, racks, and software) for frontier intelligence. As RMA & Repair Manager, you will own the complete returns and repair operation for our AI hardware products, from customer failure reports through diagnosis, repair, and supplier recovery.
You will be responsible for building and managing Etched's repair capability—whether in-house or through outsourced partners—in a deeply technical, hands-on role. Key responsibilities include:
• Owning the end-to-end RMA process: customer return authorization, triage, repair/replacement decisions, reverse logistics, and warranty claim recovery
• Developing RMA workflows and managing repair operations capacity planning, in-house depots, and outsourced repair partner relationships
• Defining technical repair strategy by product and level (rack, server, module, component), including debug flows, failure analysis requirements, test coverage, and repair-vs-scrap criteria
• Translating production and manufacturing processes into repeatable repair processes: repair travelers, work instructions, tooling, fixtures, test stations, calibration, and operator training
• Building the data layer for repair operations: tracking turnaround time, failure rates by part and failure mode, cost of service, and repeat-failure patterns
• Closing the loop with design, quality, and manufacturing teams to drive corrective actions and improve product reliability
• Designing metrics, dashboards, and SLAs to monitor operations and serving as the technical escalation point for customer issues
You must have 8+ years in repair operations, RMA, or hardware support, with direct experience standing up a repair operation from scratch. Strong hands-on technical depth in hardware debug, board- and system-level troubleshooting, and failure analysis is essential. You should be comfortable converting NPI/manufacturing documentation into repair processes and have experience with failure analysis, root cause analysis, and corrective action processes.
Nice-to-have qualifications include server/networking/AI hardware deployment experience at rack scale, PLM/ERP systems knowledge, contract manufacturer/ODM relationship management, data-driven service analytics, global reverse logistics, and familiarity with ISO standards and quality systems.
Etched is a Series A-backed company focused on inference-optimized AI systems. The team is fully in-person in San Jose (Santana Row) and values engineering skills across disciplines.
