Hardware Service Engineer, Amazon Devices Reverse Logistics

Amazon • Sunnyvale, CA

14h • Onsite

About The Position

Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced ground breaking devices like Fire tablets, Fire TV and Amazon Echo. What will you help us create?

The Role:
As a Engineering Program Manager within the Hardware Service Engineering team you are responsible for defining the customer facing and internal strategy for the warranty and returns services of a new complex product. In addition to creating the overall returns service strategy, the role owns development of technical processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations.

This includes defining, developing, deploying and sustaining hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products. The role will be expected to use program management experience to share the overall strategy, gain cross-functional support, and hold stakeholders accountable to the overall Reverse Logistics NPI strategy.

Requirements

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree in mechanical engineering or equivalent

Nice To Haves

• Experience leading cross-functional teams to deliver products and online services on tight deadlines
• Experience with end to end product delivery
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Experience in Reverse Logistics, Service Engineering, Product Design or Manufacturing Tooling and Process Development.

Responsibilities

• Own the overall repair service cost-model and changes to the cost-model due to risk and plan of record changes.
• Define customer return screening and repair strategy for warranty and remorse returns
• Develop repair processes and tooling (as needed) to support repair activities for a variety of products
• Assure successful implementation into global and regional support strategies
• Review and evaluate product designs for compliance with Design for Serviceability guidelines and Design for Repair standards
• Provide tangible feedback based on results to improve product design features
• Enhance field support productivity and effectiveness through improved hardware serviceability, driving opportunities into product design
• Review HW designs during key build phases and ensure tooling and service solutions will meet requirements for product support, warranty costs and product launch schedule
• Define spare part requirements and expected usage
• Develop programs to reduce the need for new spare parts through refurbishment of previous used parts and for improvements on warranty costs
• Develop repair processes for continued improvements on efficiency and reduced complexity in the operations
• Assess risk to service and repair customer offerings for new products beginning at concept.
• Enable closed loop feedback to product design and product management.
• Identify opportunities to improve the design for serviceability, design for repairability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon Devices.
• Measure cost of service and repair against financial targets.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager