Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is
a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also
a great place to work, providing you the unique, gamer-centric experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities
As a key member of the Customer Advocacy team, the Repair Operations Specialist plays a critical role in ensuring the efficiency and effectiveness of Razer's repair operations across the RAP region. This role is responsible for overseeing repair workflows, spare parts planning, inventory control, replacement fulfillment, and operational reporting to support timely and accurate customer resolutions. By collaborating with Repair Centers, Engineering, Supply Chain, Logistics, and Customer Support teams, the specialist drives continuous improvement initiatives, leverages AI and automation technologies, and delivers scalable solutions that enhance operational performance, repair quality, and customer satisfaction.
Repair Operations Specialist
As a key member of the Customer Advocacy team, the Repair Operations Specialist plays a critical role in ensuring the efficiency and effectiveness of Razer's repair operations across the RAP region. This role is responsible for overseeing repair workflows, spare parts planning, inventory control, replacement fulfillment, and operational reporting to support timely and accurate customer resolutions. By collaborating with Repair Centers, Engineering, Supply Chain, Logistics, and Customer Support teams, the specialist drives continuous improvement initiatives, leverages AI and automation technologies, and delivers scalable solutions that enhance operational performance, repair quality, and customer satisfaction.
Job Description
- Repair Operations & Technical Support
- 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
- Support the identification, segregation, disposition, and processing of units designated for salvaging or scrapping from both Razer-owned and customer-owned inventory
- 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
- Manage the retrieval of units requested by Razer Engineering for product validation, failure analysis, and continuous product improvement initiatives
- 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
- Support escalated repair cases and provide recommendations to ensure timely and customer-centric resolutions
- 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
- Identify, prioritize, and drive continuous improvement initiatives that enhance repair quality, operational efficiency, and customer satisfaction
- Ensure compliance with established repair processes, inventory controls, quality standards, and operational policies
- 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
- Review and validate AI-generated recommendations related to troubleshooting, warranty validation, spare part allocation, inventory planning, and repair disposition decisions
- Monitor AI solution performance and provide feedback to improve operational accuracy, effectiveness, and user adoption
- Analyze repair and RMA data using AI-assisted insights to identify trends, recurring product issues, and improvement opportunities
- Partner with cross-functional teams to implement, test, and enhance AI-driven solutions and workflow automations
- Ensure AI-generated recommendations comply with company policies, service standards, and customer experience expectations
- Lead user acceptance testing (UAT), pilot programs, and operational readiness activities for new AI and automation initiatives
- Additional Responsibilities
- Perform additional ad-hoc tasks and projects as assigned in support of repair operations, operational excellence, and customer experience initiatives
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
AI & Digital Skills
- Familiarity with AI-powered productivity tools, copilots, workflow automation platforms, or analytics solutions
- Ability to leverage AI tools to analyze operational data, generate actionable insights, and support decision-making
- Comfortable working alongside AI agents and automation solutions within repair operations, inventory management, logistics, and customer support environments
- Ability to critically evaluate AI-generated recommendations and exercise sound operational judgment
- Demonstrated curiosity and willingness to learn emerging AI technologies and identify automation opportunities
- Experience participating in AI, automation, digital transformation, or process improvement initiatives is advantageous
Pre-Requisites
Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.
Are you game
