Hardware Quality Program Manager (Field Failure Analysis)

  • Full-time

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

The Block Hardware team is looking for a full time employee to join the Product Design Team. This individual will be responsible for managing our product quality requirements and metrics via our Early Field Failure Analysis (EFFA) program. You will both project manage and perform failure analysis tasks on field returns for new and existing hardware programs. 

Role

We are looking for a dedicated Quality Program Manager who is highly detail-oriented, has a passion for building scalable programs and processes, and has the hands-on skills to carefully disassemble returned hardware and document their findings. You will be responsible for setting up failure analysis plans, executing those plans including product disassembly, as well as monitoring field returns for new issues on an ongoing basis. You will drive quality investigations that require technical problem solving and data analysis. You will report directly to the Technical Program Manager and also work with the cross-functional team to understand field performance and prioritize new issues. This role works very closely with quality engineering, product management, data analysis, operations, logistics, and mechanical and electrical design engineers.

You will:

  • Support field return and failure analysis processes during both the New Product Introduction (NPI) phase as well as the Sustaining phases

  • Coordinate and track Failure Analysis activities for all returned units of interest

  • Perform hands-on inspection/FA of field returns

  • Accurately document findings and work closely with engineers to determine root cause

  • Participate in team issue reviews to determine next steps

  • Create and update existing SOPs based on new findings

  • Review and summarize warranty trends and findings in regular reports for cross-functional distribution

Qualifications

Must have: 

  • 2+ years experience in quality engineering or quality program management

  • Great attention to detail and diligent documentation skills

  • Strong organizational skills and excited to work through complex issues that may not have an established process

  • Comfort handling sensitive electronic components

  • Strong desire to establish good working relationships within cross-functional teams

  • Basic statistical analysis skills

  • Views every failure as an opportunity to enhance our products

Nice to have:

  • Familiarity with: Snowflake, Jira, Looker

  • Experience using hardware lab equipment (optical microscope, multimeter, etc)

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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