About the Role
Oversee the end-to-end process for managing returned hardware units, conduct in-depth failure analysis, and implement corrective actions to improve product quality and reduce return rates.
Responsibilities
- Lead the hardware returns workflow from intake to resolution
- Develop and maintain failure classification systems
- Analyze return trends to identify root causes
- Collaborate with engineering teams to escalate design issues
- Manage a team responsible for hardware diagnostics
- Establish metrics for return rates and failure modes
- Optimize repair and refurbishment processes
- Work with suppliers to resolve recurring hardware defects
- Ensure compliance with safety and regulatory standards
- Create reports for leadership on return performance
- Drive continuous improvement in field reliability
- Coordinate with customer service to streamline return procedures
- Implement tracking systems for returned units
- Evaluate cost of returns and recommend cost-saving measures
- Support new product introductions with return risk assessments
- Train technical staff on failure analysis protocols
- Maintain a failure database for historical analysis
- Lead cross-functional initiatives to reduce failure rates
- Standardize testing procedures for returned devices
- Monitor supplier quality performance
- Advocate for design changes based on field data
- Manage relationships with third-party repair vendors
- Ensure timely communication of failure findings
- Support warranty claim investigations
- Develop escalation paths for critical hardware issues
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid
Team
Part of the hardware engineering and operations team, working closely with product, manufacturing, and customer support
Why This Role Matters
Hardware reliability directly impacts customer trust and operational efficiency. This role ensures that failures are not only resolved but used to drive long-term product improvements.
What We Look For
We value technical depth, leadership presence, and a proactive mindset. The ideal candidate turns data into action and builds systems that scale with growth.
Available for qualified candidates
