Senior Industrial Engineer–AI Server RMA (Field Repair) Operation

About the job

Senior Industrial Engineer – AI Server RMA (Field Repair) Operation Position Summary This position is responsible for optimizing the end-to-end Return Material Authorization (RMA) and field-repair operation, including product receiving, triage, diagnostics, disassembly, component repair/replacement, liquid-cooling service, system integration, testing, quality verification, packaging, and return-to-customer flow. The Senior Industrial Engineer will use data-driven methods to improve throughput, turnaround time (TAT), labor productivity, capacity, quality, ergonomics, and operational cost while ensuring processes are scalable, safe, traceable, and repeatable.

Key Responsibilities RMA & Repair Operations

• Design, optimize, and maintain end-to-end RMA workflows from receiving and triage through diagnosis, repair, testing, final inspection, and shipment.
• Establish standard repair routes for common server and liquid-cooling failure modes.
• Identify bottlenecks, queue time, rework loops, excessive handling, and non-value-added activities.
• Develop processes capable of handling variable RMA demand, product configurations, and repair complexity.
• Support field-repair requirements and translate field service issues into improved factory repair processes.

Industrial Engineering & Capacity

• Perform time studies, work measurement, line balancing, capacity modeling, staffing analysis, and workstation optimization.
• Establish engineered labor standards and manpower requirements by repair type/product family.
• Model capacity for receiving, diagnostics, repair, coolant service, testing, burn-in, packaging, and shipment.
• Develop scenarios for demand ramps and changing RMA volumes.
• Analyze WIP and queue levels and recommend appropriate capacity buffers.
• Drive productivity improvements while maintaining product quality and technician safety.
• Optimize service processes involving cold plates, manifolds, hoses, quick-disconnects, pumps/CDU interfaces, coolant handling, leak inspection, flushing/filling, and pressure/leak testing, where applicable.
• Work with EHS and engineering teams to ensure safe handling of heavy, high-value server assemblies and cooling systems.
• Incorporate appropriate ergonomics and material-handling solutions for racks, trays, servers, and repair fixtures.

Lean Manufacturing & Continuous Improvement

• Lead Lean, Kaizen, 5S, Value Stream Mapping, DMAIC, and structured problem-solving activities.
• Apply Pareto analysis, 5-Why, Ishikawa/Fishbone, FMEA, SPC, and root-cause analysis to operational problems.
• Reduce waste associated with waiting, movement, transportation, inventory, overprocessing, defects, and rework.
• Develop standardized work and visual management for critical RMA processes.
• Facilitate cross-functional improvement workshops and drive actions through closure.

Factory Layout & Workstation Design

• Develop and maintain layouts for repair cells, diagnostic stations, test areas, WIP locations, coolant-service areas, material supermarkets, and finished-goods staging.
• Define space, equipment, tooling, utilities, ESD, material-flow, and ergonomic requirements for new or expanding operations.
• Optimize factory flow to minimize travel distance and unnecessary product handling.
• Support introduction and qualification of new workstations, fixtures, tooling, and automation.

Data, KPI & Digital Operations

• Develop dashboards and operating metrics for:

• RMA turnaround time

• Units repaired per labor hour

• Repair/retest rate

• WIP and aging

• Queue time

• Capacity utilization

• Labor efficiency

• On-time completion

• Use production data to identify constraints and prioritize improvements based on operational and financial impact.

• Partner with IT/MES teams to improve repair routing, traceability, data collection, defect coding, and electronic work instructions.

Qualifications Required

• Bachelor's degree in Industrial Engineering, Manufacturing Engineering, Mechanical Engineering, Systems Engineering, or a related technical field.

• Typically, 5+ years of relevant industrial/manufacturing engineering experience, including ownership of complex production or repair processes.

• Demonstrated experience with:

• Time studies and labor standards

• Capacity and manpower modeling

• Line/cell balancing

• Factory/workstation layout

• Standardized work

• Lean manufacturing

• Root-cause analysis

• Continuous improvement

• Strong data-analysis capability using Microsoft Excel and similar analytical/reporting tools.

• Experience working cross-functionally with Operations, Manufacturing Engineering, Quality, Test, Materials, Planning, IT/MES, and EHS.

• Ability to operate effectively in a fast-paced environment with changing volume, priorities, and technical requirements.

• Strong written, verbal, analytical, and technical presentation skills.

Preferred

• Experience with server, rack, storage, networking, electronics, semiconductor, or other high-tech manufacturing/repair environments.
• Experience supporting RMA, depot repair, field service, failure analysis, or reverse logistics.
• Knowledge of AI/HPC server architecture and high-density compute environments.
• Experience with MES, ERP, WMS, Power BI, SQL, Minitab, AutoCAD/Factory Design, or simulation tools.
• Lean Six Sigma Green Belt or Black Belt certification is desirable.
• Familiarity with ISO 9001, ESD controls, PFMEA, Control Plans, and high-tech manufacturing quality systems is preferred.

Key Competencies

• Industrial engineering and operations optimization
• Capacity and labor planning
• Data-driven problem solving
• Lean manufacturing and continuous improvement
• Factory and material-flow optimization
• High-mix / variable-demand operations
• Cross-functional leadership