Engineering Manager - AI Server RMA (Field Repair) Operation

Engineering Manager - AI Server RMA (Field Repair) Operation Position Summary This position is responsible for the technical performance of the RMA operation, including server diagnostics, root-cause analysis, repair process development, liquid-cooling integrity, test validation, repair yield, and customer technical escalations . The successful candidate will combine strong technical expertise with hands-on factory leadership, managing engineers while partnering with Manufacturing, Quality, Test Engineering, Process Engineering, Supply Chain, Program Management, suppliers, and customer engineering teams. The objective is clear: rapidly restore customer systems while identifying and eliminating the root causes that drive repeat failures. Key Responsibilities Engineering & RMA Leadership Lead engineers supporting customer returns, RMA repair, refurbishment, and field-failure investigations. Establish standardized diagnostic, repair, validation, and engineering escalation processes. Provide technical leadership for complex AI server failures that cannot be resolved through standard troubleshooting procedures. Manage engineering resources based on customer severity, RMA aging, production impact, and business risk. Develop engineers and technicians through coaching, technical training, certification, and structured problem-solving practices. Drive failures through a disciplined process: symptom reproduction isolation root cause corrective action validation closure . Reduce unnecessary component replacement, repeated troubleshooting, and No Trouble Found (NTF) cases. Lead structured investigations using 8D, 5 Why, Fishbone, Pareto, FMEA, fault-tree analysis, DMAIC, and DOE , as appropriate. Analyze RMA and field-failure data to identify product, process, supplier, firmware, workmanship, and test-coverage improvement opportunities. Partner with Design, Manufacturing, Quality, suppliers, and customer engineering teams to implement permanent corrective actions. Provide RMA lessons learned and Design-for-Serviceability/Repairability feedback into NPI and future AI server platforms. Key Performance Indicators First Pass Yield (FPY) / Repair Yield First Time Fix / First Time Right Mean Time to Repair (MTTR) RMA Turnaround Time & Aging Repeat RMA / Repeat Failure Rate No Trouble Found (NTF) Rate Root-Cause & Corrective-Action Closure Engineering Hold Aging Success requires balancing repair speed, technical accuracy, product quality, cost, and customer satisfaction , rather than simply maximizing repair volume. Customer & Cross-Functional Leadership Serve as a senior technical escalation point for critical customer and field issues. Coordinate containment, failure reproduction, root-cause investigation, corrective action, validation, and effectiveness monitoring. Lead technical reviews and communicate complex failures clearly to engineering, operations, customers, and executive leadership. Work closely with Manufacturing, Quality, Test, Process Engineering, NPI, Program Management, Supply Chain, suppliers, and customer engineering organizations. Ensure field-return data is translated into actionable improvements to manufacturing processes, test coverage, supplier quality, firmware, and product design. Required Qualifications Education Bachelor's degree in Electrical, Electronics, Computer, Mechanical, Manufacturing Engineering , or a related technical discipline. Equivalent relevant technical and leadership experience may be considered. Experience 5+ years of engineering experience in servers, computing, electronics, networking, high-tech manufacturing, or related industries. 3+ years of engineering leadership or people-management experience. Strong experience with system-level troubleshooting, failure analysis, manufacturing, repair, RMA, NPI, or field-return operations . Demonstrated ability to lead complex root-cause investigations and corrective actions. Experience working directly with customers, suppliers, or customer engineering orga…

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