Amazon
Sunnyvale, California, USA
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.
In this role, you will:
Conduct detailed technical review and assessment of hardware designs at different product development phases, and drive design-for-serviceability (DFS) decisions during product concept and architecture phases that ensure component accessibility, modular assembly, and repair-friendly layouts to optimize serviceability outcomes.
Provide actionable, engineering-driven feedback on hardware design features during product development with a focus on design-for-serviceability (DFS).
Own the repair service cost-model, making appropriate trade-offs to optimize cost and quality
Own defining customer return screening and repair strategy for warranty and remorse returns
Design and develop customer return screening and repair processes that optimize cost and product recovery
Apply Design of Experiment (DOE) methods to design and launch repeatable and reliable repair processes
Own defining and delivering key end customer facing outputs including customer facing repair documentation, repair service offerings, and spare parts offerings.
Partner with suppliers and manufacturers to validate that tooling, test fixtures, and service solutions align with product support requirements, warranty cost targets, and product launch schedules.
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)
Key job responsibilities
• 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.
A day in the life
As the overall owner of the NPI process within Reverse Logistics, on a daily basis, you will work with a broad cross-functional team responsible for launching some of our most complex products. Your day will likely begin with updates from the European and Asian stakeholders for product launch. Then you will focus on documenting the plan of record for service and repair, with special focus on identifying serviceability and repairability improvement opportunities to reduce overall service and repair costs. Using your knowledge of repair processes you will submit requests for design changes to product design. To end your day you will work with product management, customer service, and SW tech teams to scope new customer facing service offerings required for the new Amazon product.
About the team
Devices Return Services owns global warranty and services for all Amazon Device products. The team's vision is to power the circular economy by giving consumer electronic products another chance to be loved.
Bachelor's degree in mechanical engineering, electrical engineering, material science, physics or equivalent
2+ years of product or program management, product marketing, business development or technology experience
Experience with hardware/software integration and real-time systems
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at
https://amazon.jobs/en/benefits
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USA, CA, Sunnyvale - 122,600.00 - 185,000.00 USD annually