RMA and Repair Manager (AI Hardware)

Location: San Jose, United States; on-site at the Santana Row office. Relocation support is available for those moving to San Jose.

Company

hirify.global develops AI hardware infrastructure by co-designing chips, racks, software, and manufacturing systems focused on high-throughput, low-latency inference.

What you will do

• Own the end-to-end RMA process, including return authorization, triage, repair or replacement, reverse logistics, and supplier recovery or warranty claims.
• Build and manage in-house or outsourced repair operations, including capacity planning, repair depots, and partner performance.
• Define repair strategies, debug flows, failure-analysis requirements, test coverage, and repair-versus-scrap criteria across racks, servers, modules, and components.
• Convert manufacturing processes into repair travelers, work instructions, tooling, fixtures, test stations, calibration procedures, and operator training.
• Build repair analytics and dashboards covering turnaround time, failure rates, service cost, and repeat failures.
• Define SLAs and escalation paths while serving as the technical contact for escalated customer issues and feeding corrective actions back into design and production.

Requirements

• 8+ years of experience in repair operations, RMA, or hardware support operations, including ownership of end-to-end returns.
• Direct experience establishing an in-house repair depot or selecting and managing an outsourced repair partner, preferably from scratch in a fast-paced environment.
• Strong hands-on experience with hardware debugging, board- and system-level troubleshooting, and failure analysis.
• Experience translating NPI or manufacturing documentation into repair processes, work instructions, and test flows.
• Strong understanding of failure analysis, root cause analysis, and corrective action processes.
• Excellent communication skills and the ability to work with customers, suppliers, and internal teams.

Nice to have

• Experience supporting server, networking, or AI hardware deployments at rack scale.
• Familiarity with PLM or ERP systems for returns, parts, repairs, and warranty claims.
• Contract manufacturer or ODM relationship management, including repair statements of work and pricing.
• Experience with service analytics, Pareto or FMEA analysis, cost optimization, or predictive maintenance.
• Experience with global reverse logistics, customs, cross-border repair flows, ISO standards, quality systems, or regulatory requirements.

Culture & Benefits

• Fully in-person work with cross-disciplinary collaboration across engineering, research, design, quality, and manufacturing.
• Medical, dental, and vision coverage with generous premium support.
• $500 monthly credit for waiving medical benefits.
• $2,000 monthly housing subsidy for employees living within walking distance of the office.
• Relocation support to San Jose, wellness benefits, daily lunch and dinner, and an ROI-justified unlimited compute budget.