Sr. NPI Eng Program Manager, Amazon Devices Reverse Logistics

Key job 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 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.
• Travel Required up to 20% (Domestic and International).
• Assess risk to service and repair customer offerings for new products beginning at concept.
• Enable closed loop feedback to design and product management.
• Identify opportunities to improve the design for serviceability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon Devices.
• Measure cost of service against financial targets.

About the team

Alexa Devices Reverse Logistics owns global warranty and services for all Amazon Device products. The Reverse Supply Chain vision is to power the circular economy by giving consumer electronic products another chance to be loved.