Hardware Service Engineer, Amazon Devices Reverse Logistics

About the role

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 groundbreaking devices like Fire tablets, Fire TV, and Amazon Echo.

Responsibilities

• Define the customer facing and internal strategy for the warranty and returns services of a new complex product.
• Create the overall returns service strategy, develop technical processes for dis-assembly, assembly, spare parts reclamation, and develop tooling solutions to facilitate service operations.
• Own development of technical processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations.
• Define, develop, deploy, and sustain hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products.
• Use program management experience to share the overall strategy, gain cross-functional support, and hold stakeholders accountable to the overall Reverse Logistics NPI strategy.
• Own the overall repair service cost-model and changes to the cost-model due to risk and plan of record changes.
• 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.
• 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 and evaluate product designs for compliance with Design for Serviceability guidelines and Design for Repair standards.
• 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.
• Travel Required up to 20% (Domestic and International).

Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience.
• Bachelor's degree in mechanical engineering or equivalent.
• Experience leading cross-functional teams to deliver products and online services on tight deadlines.
• 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.