Head of RMA (Consumer Electronics)

about the company
Our client is a high-growth, electronics powerhouse that is redefining the home appliance and visual media landscape across Southeast Asia through rapid product innovation and market-leading value.

about the job
This is a pivotal leadership position designed for a technically-astute operations expert to own the post-purchase product life-cycle; optimising repair ecosystems, leading complex failure analysis, and serving as the primary technical link to engineering.

• Operational Leadership: Architect and oversee a high-performance RMA (Return Merchandise Authorisation) framework, ensuring seamless intake-to-resolution workflows and industry-leading turnaround times.

• Failure Analysis & Root Cause: Lead the diagnosis of critical product issues and translate field failure data into high-level technical problem statements for engineering and manufacturing teams.

• Process Engineering: Drive data-led improvements to the service journey, implementing structured assessment protocols to reduce Cost-per-Case and minimize repeat failures.

• Team & Capability Development: Build and scale a technical competency framework for the support team, focusing on advanced troubleshooting techniques and first-time-fix benchmarks.

• Strategic Reporting: Deliver monthly insights on systemic defects and cost drivers to senior stakeholders, influencing both operational strategy and future product design.

skills and experience required

• 6+ years in technical service management or after-sales operations, specifically within high-volume consumer electronics, smart home, or display technology.
• Proven ability to manage a multi-disciplinary technical team and use data-driven insights to bridge the gap between customer support and product engineering.
• Bachelor's degree in any Engineering discipline.
  

To apply online please use the apply function.
(EA: 94C3609/ R1985244)