Android-based Consumer Hardware Quality Control

Location: Antioch, TN — On-site (warehouse-based)Employment Type: Full-time, ExemptSchedule: 40 hours/week; flexible start within a 7:00 AM–9:00 AM window. 8 hours per dayCompensation: commensurate with experience. Includes full Medical/Dental/Vision Benefits including 401k.Work Authorization: Must be authorized to work in the United States on a permanent basis. Our client is not able to sponsor employment visas or consider OPT status for this role.SummaryThe Android-based Consumer Hardware Quality Control is primarily responsible for hands-on testing and evaluation of customer devices within an RMA/triage environment. This role ensures comprehensive assessment and awareness of material issues and trends, providing a critical component of a closed-loop quality control program that supports Customer Service, Manufacturing, Product Management, and Engineering functions.This is a hands-on technician role— you’ll be testing, diagnosing, and triaging Android devices within an established testing environment, not building one from scratch. A four-year degree is not required: what matters most is genuine, hands-on experience diagnosing Android-based hardware down to the component level.What This Role DoesPartners closely with Product Management, Engineering, and IT Quality Assurance organizations to develop, maintain, and execute device testing strategies and procedures for evaluating consumer hardware devices being returned.Performs hands-on testing, inspection, troubleshooting, and evaluation of customer devices — including opening devices, visually inspecting the printed circuit board (PCB), and probing components — to identify hardware defects, software issues, and configuration errors.Performs hands-on testing and troubleshooting of VoIP phones and devices specifically, including diagnosing call quality, connectivity, and hardware failures.Operates within a device testing lab, including test equipment, configurations, and environmental standards.Performs remote system testing, diagnostics, configuration changes, and repairs using remote access tools and mobile device management systems.Develops, configures, and maintains event alert thresholds, triggers, dashboards, widgets, and reports within event and monitoring systems (Firebase, Count.ly, Datadog, etc.).Escalates, monitors, tracks, documents, and reports on incidents, service requests, and device-related issues using Incident Management Systems such as Jira and ServiceNow.Supports User Acceptance Testing (UAT) procedures for product, hardware, and service releases.Applies ITIL/ITSM best practices to streamline the ingestion, triage, categorization, troubleshooting, diagnosis, and resolution of incidents, requests, and device quality issues.Documents device test results, failures, and pass/fail criteria within designated systems and databases (CRM, ERP, Incident Management tools, etc.).Collaborates with internal teams including Customer Experience, Product Management, Engineering, Manufacturing, IT, and Operations to detect, investigate, and resolve customer-impacting hardware and service issues.Identifies trends in device failures, performance issues, and service disruptions, and contributes to proactive quality and service improvements.Assists in root cause analysis activities related to device failures, service incidents, and recurring customer issues, with support from senior technical staff.Develops and maintains documentation including Standard Operating Procedures (SOPs), test plans, runbooks, work instructions, process flowcharts, workarounds, and knowledge base articles.Conducts testing on new and existing product categories to validate functionality, reliability, and customer readiness.What You Will BringRequiredDemonstrated, hands-on experience opening consumer electronic devices, inspecting printed circuit boards (PCBs), and diagnosing failed electronic components down to the component level. This is the core skill for this role — a formal degree is not a substitute for it.Direct, hands-on experience testing, installing, or troubleshooting Android-based VoIP phones or IoT devices. This may come from a service desk, field/home installation, bench repair, or telephony support background.1–3+ years of hands-on experience diagnosing consumer hardware and software issues. This can be your first salaried technical role if your hands-on diagnostic experience is genuine (e.g., field installation, device repair, or bench technician work).Proficiency with modems, routers, DNS, VPN, TCP/IP, and DHCP.Strong working knowledge of Windows OS (Linux terminal experience a plus).Reliable and predictable attendance; willingness and ability to work flexible hours as needed.Proficiency in Microsoft Office Suite and modern communication and collaboration tools used by virtual teams (e.g., Microsoft Teams, Slack, etc.).Must be authorized to work in the United States on a permanent basis without current or future employer sponsorship.PreferredBachelor’s degree in information technology, computer science, electrical engineering, or a related technical field — not required, but a plus when combined with hands-on experience.Experience with event monitoring systems, remote device management tools, and incident management platforms (Firebase, Count.ly, Datadog, Jira, ServiceNow).Familiarity with Android OS applications, APK, and SDK methodologies.Experience with oscilloscopes or other bench-level test equipment.Field service or technician background (e.g., home installation or on-site service work with telecom or VoIPPrevious experience building or leveraging testability hooks, mocks, simulators, and test harnesses.CompTIA Network+, Android CTS, or SSCA certifications.Awareness of FCC, CE, and UL compliance standards.Viewing computer monitor, tablet, and cell phone requiring close vision (70–90%)Frequently bend, crouch, reach, twist, and grasp; may be required to lift or move boxes weighing up to 50 pounds with assistance and/or the use of a forklift. Appropriate personal protective equipment (PPE), including closed-toe shoes, must be worn.Work EnvironmentWarehouse: Work environment is indoors, at the central warehouse located in Antioch, TN.