Hardware Service Engineer, Devices Reverse Logistics

Hardware Service Engineer, Amazon Devices Reverse Logistics

Job :  |  Services LLC

Amazon Lab
126 is an inventive research and development company that designs and engineers high‑profile consumer electronics. Lab
126 began in 2004 as a subsidiary of , 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 an 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. You will own development of technical processes for dis‑assembly, assembly, spare parts reclamation, and tooling solutions to facilitate service operations. You’ll define and deploy hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products.

Your program‑management experience will help share the overall strategy, gain cross‑functional support, and hold stakeholders accountable to the overall Reverse Logistics NPI strategy.

• Own the overall repair service cost model and manage 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 (as needed) to support repair activities for a variety of products.
• Ensure successful implementation into global and regional support strategies.
• Review and evaluate product designs for compliance with Design for Serviceability guidelines and Design for Repair standards.
• Provide tangible feedback based on results to improve product design features.
• Enhance field support productivity and effectiveness through improved hardware serviceability and drive opportunities into product design.
• Review HW designs during key build phases to ensure tooling and service solutions meet product support, warranty cost, and launch schedule requirements.
• Define spare‑part requirements and expected usage.
• Develop programs to reduce the need for new spare parts via refurbishment and improvements on warranty costs.
• Develop repair processes for continual improvement in efficiency and reduced complexity in operations.
• 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 design for serviceability, design for repairability and go‑to‑market strategy for aftermarket support and pre‑owned sales.
• Measure cost of service and repair against financial targets.

Travel Required up to 20% (Domestic and International)

• 5+ years of product or program management, product marketing, business development or technology experience.
• Bachelor's degree in mechanical engineering or equivalent.
• Experience leading cross‑functional teams to deliver products and online services on tight deadlines.
• Experience with end‑to‑end product delivery.
• Experience working with Data & AI related technologies, including AI/ML, GenAI, Analytics, Database, and/or Storage.
• Experience in Reverse Logistics, Service Engineering, Product Design, or Manufacturing Tooling and Process Development.

Base salary range:  -  USD annually. The Amazon package includes sign‑on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), optional 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.

USA, CA, Sunnyvale

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. For more information on accommodations, visit (Use the "Apply for this Job" box below)..