We are seeking a senior leader for our Hardware Service Engineering team who will be 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 NPI Engineering Program Manager 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 engineer 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.
Key job responsibilities
In this role, you will:
1. Own the overall repair service cost-model and changes to the cost-model due to risk and plan of record changes.
2. Define customer return screening and repair strategy for warranty and remorse returns
3. Develop repair processes and tooling (as needed) to support repair activities for a variety of products
4. Assure successful implementation into global and regional support strategies
5. Review and evaluate product designs for compliance with Design for Serviceability guidelines and standards
6. Provide tangible feedback based on results to improve product design features
7. Enhance field support productivity and effectiveness through improved hardware serviceability, driving opportunities into product design
8. 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
9. Define spare part requirements and expected usage
10. Develop programs to reduce the need for new spare parts through refurbishment of previous used parts and for improvements on warranty costs
11. Develop repair processes for continued improvements on efficiency and reduced complexity in the operations
12. Travel Required up to 20% (Domestic and International)
13. Assess risk to service and repair customer offerings for new products beginning at concept.
14. Enable closed loop feedback to design and product management.
15. Identify opportunities to improve the design for serviceability and go to market (GTM) strategy for aftermarket support and pre-owned sales of Amazon Devices.
16. Measure cost of service 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 improvement opportunities to reduce overall service 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
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.
BASIC QUALIFICATIONS
- 7+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree
- Experience with feature delivery and tradeoffs of a product
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
PREFERRED QUALIFICATIONS
- Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
- Experience in building and driving adoption of new tools
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.
USA, CA, Sunnyvale - 173,900.00 - 235,200.00 USD annually
