As a key member of our Customer Advocacy department, you'll serve as a Repair Operations Trainee, supporting the end-to-end repair lifecycle across RAP. You'll oversee RMA receiving, parts forecasting, and replacement stock allocation to ensure timely and accurate repair fulfillment. Moreover, you'll drive the coordination between repair centers, logistics, and cross-functional teams, ensuring process consistency, identifying root causes of recurring issues, and implementing improvements that enhance repair efficiency and customer satisfaction.

Responsibilities

• Support the identification, segregation, and processing of units for salvaging or scrapping from both Razer-owned and customer-owned inventory

• Assist in testing, troubleshooting, and root cause analysis of returned RMA units to ensure accurate repair and resolution

• Coordinate the acquisition, allocation, and distribution of spare parts and replacement units to end users across RAP

• Manage the retrieval of units requested by Razer Engineering for analysis, validation, or product improvement

• Liaise with customer support agents to provide technical input and assist with timely customer resolution

• Generate, review, and maintain reports to monitor the status and progress of new and existing RMA cases

• Escalate anomalies, recurring issues, or process breaches to management with clear documentation and recommendations

• Collaborate with regional repair centers to fulfill urgent spare part requirements and maintain SLA commitments

• Oversee shipments of replacement products, spare parts, and accessories across the Asia Pacific region, ensuring accuracy and timeliness

• Act as a liaison between Support, Repair Centers, and Customers to uphold communication standards and service-level agreements

• Perform daily technical reporting to management and cross-functional stakeholders

• Execute hands-on assembly, set-up, testing, and troubleshooting of hardware to validate repairs and solutions

• Provide structured feedback to internal teams on trending issues affecting peripherals, systems, and mobile devices, driving product and process improvements

• Review RMA cases to ensure closure accuracy and provide assistance where needed

• Monitor spare part requests, track SLA adherence, and ensure compliance with established turnaround standards

• Manage and control stock inventory transactions, maintaining accuracy and accountability across systems

• Perform additional ad-hoc tasks as assigned in support of repair operations and customer experience initiatives

Pre-Requisites:

• Diploma in Electronics, Supply Chain, Business, or equivalent work experience in repair operations or technical support

• Strong ability to work independently with minimal supervision while proactively delivering results in a dynamic, fast-paced, and multi-tasking environment

• Proven experience collaborating with vendors, logistics partners, and cross-functional teams

• High attention to detail with strong organizational and time-management skills

• Process-driven mindset with commitment to following and improving established policies and procedures

• Strong analytical and problem-solving skills, with the ability to identify root causes and propose practical solutions

• Proficient computer skills, particularly in Microsoft Excel; experience with ERP/CRM/repair management systems is advantageous

• Excellent communication skills to liaise with internal stakeholders, vendors, and customers effectively

• Ability to prioritize tasks, meet strict timelines, and manage competing priorities under pressure

• Customer-centric mindset with a continuous improvement approach to enhancing repair quality, efficiency, and service delivery

• Passion for technology, hardware, or gaming is an advantage