Sr. NPI Engineering Program Manager, Reverse Logistics (RL)

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.

As a senior leader 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 service strategy, the Hardware Service Engineer 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.

Key responsibilities:

• Own the overall repair service cost-model and changes 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 to support repair activities for various products
• Assure successful implementation into global and regional support strategies
• Review and evaluate product designs for compliance with Design for Serviceability guidelines
• Provide feedback to improve product design features
• Enhance field support productivity through improved hardware serviceability
• Define spare part requirements and expected usage
• Develop programs to reduce the need for new spare parts through refurbishment
• Develop repair processes for continued improvements on efficiency
• Travel required up to 20% (Domestic and International)

The role requires working with a broad cross-functional team responsible for launching complex products. Daily activities include updates from European and Asian stakeholders, documenting the plan of record for service and repair, identifying serviceability improvement opportunities, submitting design change requests, and working with product management, customer service, and SW tech teams to scope new customer-facing service offerings.

Amazon 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.