Hardware Analysis Engineer - RMAs

The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve. We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences. The Calix Quality Team purpose is to drive organizational improvements, process adherence and product conformity benefiting both Broadband Service Providers (BSPs) and Calix Stakeholders.  In this Engineering role, you will use your technical skills to analyze, troubleshoot and determine root causes for the most difficult hardware returns (RMAs).  As a member of the Quality Team, identify hardware return trends, drive the structured analysis approaches, and improve the failure analysis capabilities of our outsourced repair service providers.  Cross-functional collaboration with Hardware Engineering, Manufacturing Engineering and Customer Service is required to ensure that we continually improve repair service data integrity, hardware initial Quality and long-term Reliability. The candidate should have a passion understanding why carrier-grade network electrics fail, what caused the failure, and driving Engineering level root cause analysis.  Troubleshooting tools include, but are not limited to, digital multimeters, magnifying glasses to examine PCBA soldering, oscilloscopes, etc.  Calix uses external ODMs (Original Design Manufacturer), JDM (Joint Design Manufacturer) and EMS (Electronics Manufacturing Services) companies to build electronic hardware and systems.  Repair services and data are provided by the repair service center or the manufacturing source.  This Engineer is expected to technically decide problem ownership (Manufacturing, Component or Design – Engineering), define improvement priorities based on pareto trends, and provide feedback to improve Design – Engineering processes.  As a member of the Calix Quality Team, the candidate is also tasked to innovate with advanced tools including AI/ML to deliver comprehensive understanding, predictive analytics and actionable insights. The purpose of this job is below: Drive a Culture of Quality and continual process improvement with innovation Provide data, information and actionable insights to prioritize improvements Ensure that repair service providers self-audit their processes using Process FMEA Develop AI/ML tools and AI agents to prioritize improvement projects Reduce early Quality hardware returns and return rates Success in this role is best described as providing clear, concise and constructive recommendations that accelerate problem solving, root cause analysis, and reduce early Quality returns, such as out of box failures.  In this role, the candidate is expected to collaborate with internal Calix technical experts to understand issues, draft the problem statement, and escalate to the correct organization for effective resolutions.  Example KPIs (Key performance Indicators) are hardware return rates, repeat problem reports, corrective action request completeness, effectiveness and responsiveness, measured in business days. Responsibilities and Duties: Lead Hardware RMA (Return Material Authorization) Engineering Level Reviews Develop approaches to understand, categorize and resolve difficult (complex) problems Audit and confirm repair data integrity from repair service centers Strengthen failure analysis, identify root cause trends and prioritize Calix improvements Drive CAR (Corrective Action Request) effectiveness and responsiveness Present repair service provider monthly and quarterly global Quality scorecard reviews Structure repair data to enable AI/ML tools and AI agents Qualifications: Minimum 10+ years of experience, including exposure to PCBA level troubleshooting Exposure to Hardware Engineering design, manufacturing and repair services, prior experience in the Telecom or communications environment is a plus Analysis of returned electronics hardware with embedded software, using Linux OS Experience troubleshooting PCBA modules, boards or cards, then identifying the cause BS degree in Math, Computer Science, Engineering, or a closely related discipline; advanced degree preferred Expected travel 15% beyond the Petaluma, California hardware development office Excellent English communication skills, written and verbal Location: Onsite position based in Petaluma, California 15% Travel required within United States and Mexico Focus:  Repair service data integrity, RMA trend analysis and actionable insights The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience. San Francisco Bay Area: 141,500 - 240,400 USD Annual All Other US Locations: 123,000 - 209,000 USD Annual As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.