Return Merchandise Authorization (RMA) Officer
Reports To: Field Application Engineer Leader, Asia-Pacific
Location: Singapore (preferred) or Southeast Asia regional hub
Company Overview
Elo Touch Solutions is a global leader in touchscreen and interactive technology, delivering trusted solutions for retail, hospitality, healthcare, and industrial applications. With over 50 years of innovation, Elos hardware and services are trusted by the worlds top brands for quality, reliability, and service support.
As we continue to strengthen our customer service and post-sales support capabilities in Asia-Pacific, we are seeking a detail-oriented and customer-focused RMA Officer. This role will manage the Return Merchandise Authorization process, coordinating warranty repair services with Elo Authorized Repair Centres in the region or directly with Elo Manufacturing facilities when required.
Key Responsibilities
RMA Process & Coordination
- Manage and process RMA requests from customers, distributors, and channel partners.
- Coordinate repair/replacement workflows with Elo Authorized Repair Centres and Elo Manufacturing when needed.
- Ensure adherence to Elos warranty and service policies, maintaining accurate records for each RMA case.
- Track and monitor the end-to-end status of returns, repairs, and replacements to ensure timely resolution.
Customer & Partner Support
- Act as the point of contact for customers and distributors on warranty and repair service matters.
- Provide clear communication on RMA procedures, timelines, and case status.
- Support distributors at their project sites or meet customers directly on occasion to ensure smooth issue resolution.
Process Management & Administration
- Maintain RMA documentation, service records, and reporting within Elos systems.
- Prepare regular reports on RMA trends, case closure performance, and areas for process improvement.
- Collaborate with regional sales and technical teams to address recurring issues or escalate complex cases requiring expert review.
Qualifications & Requirements
- Diploma or Bachelors degree in Business Administration, Supply Chain, IT, or related field.
- 24 years of experience in customer service, technical support, or warranty/service operations (experience with IT hardware, POS systems, or consumer electronics preferred).
- Strong organizational and administrative skills with attention to detail.
- Excellent communication and interpersonal skills to engage with customers and distributors.
- Familiarity with CRM or service management systems is advantageous.
- Self-motivated, reliable, and capable of managing multiple cases simultaneously.
- Regional scope with minimal travel expected (occasional site visits only).
What We Offer
- Opportunity to be part of a global leader in interactive technology solutions.
- Hands-on role with high customer interaction and process ownership.
- Career development opportunities within Elos service and operations functions.
- Competitive compensation package with regional exposure.
How to Apply:
Interested candidates may submit CVs to [Confidential Information].
