RMA & Service Manager at Etched.ai

San Jose, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Semiconductor, Artificial Intelligence, TechnologyIndustries

Requirements

8+ years of experience in RMA, field service, or hardware support operations
Proven expertise in hardware troubleshooting, repair, and reverse logistics
Hands-on experience managing depot repair operations and third-party repair partners
Strong understanding of failure analysis (FA), root cause, and corrective action processes
Experience building service programs or processes from scratch in a fast-paced environment
Excellent communication skills and ability to work closely with customers, suppliers, and internal teams
Solid technical foundation (Bachelor’s degree in engineering or equivalent experience preferred)

Responsibilities

Build and own Etched’s RMA, service, and support infrastructure for AI hardware at rack, server, and module levels
Develop and manage RMA workflows, including return authorization, repair/replacement, and reverse logistics
Create a field service program, including spare parts strategy, repair procedures, and escalation paths
Partner with engineering and manufacturing teams to drive root cause analysis, corrective actions, and continuous improvement
Establish repair facilities, depots, or partner networks to support global deployments
Design and implement metrics and dashboards (turnaround time, failure rates, cost of service) to monitor and improve operations
Build a knowledge base and training programs for internal teams and external partners
Act as the customer-facing contact for escalated issues, ensuring excellent service and fast resolution

Skills

RMA

Field Service

Root Cause Analysis

Reverse Logistics

Supply Chain

Manufacturing

Repair Procedures

Metrics

Dashboards

Training Programs

Customer Support

Etched.ai

Develops servers for transformer inference

About Etched.ai

The company specializes in developing powerful servers for transformer inference, utilizing transformer architecture integrated into their chips to achieve highly efficient and advanced technology. The main technologies used in the product are transformer architecture and advanced chip integration.

Cupertino, CA, USAHeadquarters

2022Year Founded

$5.4MTotal Funding

SEEDCompany Stage

HardwareIndustries

11-50Employees