Field Product Quality Engineer, Eero

Wifi is the foundation of the modern home. Without it, nothing works. eero, an Amazon company, is the first company to deliver a whole home WiFi experience using mesh technology, ensuring there isn't a home layout or connected device we can't handle. Fixing connectivity is, however, just the start. We're working on the building blocks of the smart home by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. A home that anticipates our needs, takes care of us and our families, keeps us safe and healthy, and saves money and energy.
eero is fixing all of this. It's not easy, which is why we've built a world-class team and culture. We all believe deeply in what we're doing, and, as importantly, enjoy doing it together.
We are looking for a Field Product Quality Engineer (PQE) who's passionate and takes great pride in launching high-quality products into the consumer market. The engineer will collaborate closely with cross-functional team members to monitor, triage and diagnose field quality issues, and will drive corrective actions with external partners to prevent future quality events. The Field PQE will also contribute to product design and performance validation testing requirements, performance and diagnostics criteria, extensive failure analysis of field returns, as well as support quality management system implementations with partners to ensure that product is ready for production.
In this role, you will manage several high-priority activities including developing presentations and reports, interacting and providing direction to internal and external stakeholders, working closely with Asia-Pacific suppliers and manufacturing partners, and you will be responsible for leading and facilitating issue resolution.
Key job responsibilities
- Own the coordination, implementation, and execution of failure analysis test, triage and inspection processes, and equipment for hardware field failures.
- Own the coordination, go/no go decision on field returns, tracking, reporting and closure of field quarantines, reworks or recalls.
- Drive corrective actions related to field returns and review and verify non-conforming materials with factory engineering.
- Documents systems-level defects, using a bug tracking system, and reports defects to developers. Identifies, analyzes, troubleshoots, and documents problems with program function, output, or content.
- Support implementation of closed-loop systems on product related issues during EFFA (Early Field Failure Analysis) phase as data are collected and reported via social media, customer support, and the RMA centers.
- Understand and comply with networking policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels
- Work independently and with project team members to develop, design, control and meet deliverables, including quality plans, manufacturing and inspection documentation, triaging and failure analysis flow, and test methods.
- Prepare clear and concise reports and recommendations for product teams up to senior executives to help drive business decisions and next generation architecture choices.
- Analyze network degradation caused by capacity issues and formulate a plan to prevent it
- Provide expert level wireless/network support for the most complex issues elevated from the Customer Support Center, Sales, and Technical Services groups
- Build, analyze and mine data using various database systems, such as install base, NetSuite, Zendesk, JIRA, Looker, manufacturing test and external partners' shop-floor traceability.
- Travel for up to 10% of the year
We are open to hiring candidates to work out of one of the following locations:
Los Gatos, CA, USA | San Francisco, CA, USA
BASIC QUALIFICATIONS
- BS degree in Quality/Electrical/Mechanical Engineering/Computer Science
- 7+ years of Hardware Networking Engineering experience working with New Product Introductions in off-shore manufacturing organizations
- 7+ years of experience in consumer electronics manufacturing
- Expertise with Network, PHY, and Ethernet protocol or with Sensors, RF and/or Wi-Fi based products.
- Experience with Router and Switch Testing
- Experience with wireless on Wi-Fi networks, intermediate knowledge on mesh network and Bluetooth, and basic knowledge on other emerging wireless technologies (such as LPWA)
PREFERRED QUALIFICATIONS
- Strong wireless network fundamentals and understanding of networking protocols
- Experience with industry standards (IEC, UL, ASTM, ANSI, TUV, ISO, IPC, MIL, etc.)
- Excellent QA aptitude and ability to drive process improvements
- Demonstrated abilities driving operational excellence and best practices
- Ability to understand functional/technical specifications and analyze data
- English is required with a high-level of written and verbal communication skills which may be called upon to construct meeting agendas and lead meetings with internal and external participants.
- Experience working on high volume and complex electronics products.
- Excellent computer skills (including, but not limited to: Windows/Mac, Word, Excel, PowerPoint, Visio, MS Project, Internet Search Skills.
- Proactive self-starter with a willingness to learn and grow attitude
- Effective presentation and project management skills
- Demonstrated problem solving and root cause analysis skills
- High energy to work in a fast-paced environment
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $93,900/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.