Repair Operations Specialist

Join Razer, a global organization on a mission to revolutionize gaming. As a Repair Operations Specialist, you will play a critical role in ensuring efficient and effective repair operations across the RAP region.

Job Responsibilities:

The Repair Operations Specialist is a key member of the Customer Advocacy team, responsible for overseeing repair workflows, spare parts planning, inventory control, replacement fulfillment, and operational reporting.

Key Responsibilities:

• Lead technical investigations, root cause analysis, and repair disposition decisions for returned RMA units
• Execute advanced testing, assembly, configuration, validation, and troubleshooting activities to ensure repair quality and accuracy
• Review RMA cases to ensure closure accuracy, repair compliance, and customer satisfaction
• Provide technical consultation and guidance to customer support teams for complex repair-related cases
• Analyze recurring product failures and provide structured recommendations to Product, Engineering, and Quality teams to improve product reliability and customer experience

Spare Parts & Inventory Management:

• Own spare part planning, allocation strategy, replenishment coordination, and distribution across RAP and global repair operations
• Develop and maintain spare part demand forecasts based on repair trends, inventory consumption, and business requirements
• Monitor spare part requests, inventory health, and SLA adherence to ensure uninterrupted repair operations
• Manage and control inventory transactions, ensuring accuracy, accountability, and compliance across all systems

Logistics & Fulfillment Operations:

• Govern regional fulfillment processes for replacement products, spare parts, and accessories across the RAP and global repair operations
• Monitor shipment performance, identify bottlenecks, and resolve logistics escalations impacting customer commitments and SLAs
• Lead cross-regional repair center coordination to resolve critical spare part shortages and ensure operational continuity

Stakeholder & Customer Coordination:

• Act as the primary liaison between Customer Support, Repair Centers, Logistics providers, and Customers to ensure effective communication and service delivery
• Coordinate with cross-functional teams including Engineering, Product, Supply Chain, Customer Advocacy, and Logistics to drive repair operation objectives

Reporting, Compliance & Continuous Improvement:

• Analyze operational metrics and develop management reports covering repair performance, inventory utilization, spare part consumption, and SLA adherence
• Perform daily operational and technical reporting to management and cross-functional stakeholders
• Escalate anomalies, recurring issues, inventory risks, or process breaches with supporting analysis and corrective action recommendations

AI & Operational Excellence:

• Lead the identification, implementation, adoption, and continuous improvement of AI and automation solutions within Repair Operations
• Utilize AI-powered tools and automation platforms to improve repair efficiency, case resolution speed, forecasting accuracy, and reporting effectiveness

Pre-Requisites:

• Diploma in Electronics, Supply Chain, Business, or equivalent work experience in repair operations, technical support, or related operational functions
• Strong ability to work independently with minimal supervision while delivering results in a fast-paced and dynamic environment
• Proven experience collaborating with vendors, logistics providers, repair centers, and cross-functional stakeholders
• Strong analytical, troubleshooting, and problem-solving skills with the ability to identify root causes and recommend practical solutions
• High attention to detail with strong organizational and time-management capabilities
• Proficient in Microsoft Excel and reporting tools; experience with CRM, inventory, or repair management systems is advantageous
• Excellent verbal and written communication skills
• Customer-centric mindset with a commitment to operational excellence and continuous improvement
• Passion for technology, hardware, gaming peripherals, or consumer electronics is an advantage