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 #LifeAtRazer 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 SpecialistAs 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 Description1. Repair Operations & Technical SupportLead technical investigations, root cause analysis, and repair disposition decisions for returned RMA unitsExecute advanced testing, assembly, configuration, validation, and troubleshooting activities to ensure repair quality and accuracyReview RMA cases to ensure closure accuracy, repair compliance, and customer satisfactionProvide technical consultation and guidance to customer support teams for complex repair-related casesAnalyze recurring product failures and provide structured recommendations to Product, Engineering, and Quality teams to improve product reliability and customer experience2. Spare Parts & Inventory ManagementOwn spare part planning, allocation strategy, replenishment coordination, and distribution across RAP and global repair operationsDevelop and maintain spare part demand forecasts based on repair trends, inventory consumption, and business requirementsMonitor spare part requests, inventory health, and SLA adherence to ensure uninterrupted repair operationsManage and control inventory transactions, ensuring accuracy, accountability, and compliance across all systemsSupport the identification, segregation, disposition, and processing of units designated for salvaging or scrapping from both Razer-owned and customer-owned inventory3. Logistics & Fulfillment OperationsGovern regional fulfillment processes for replacement products, spare parts, and accessories across the RAP and global repair operationsMonitor shipment performance, identify bottlenecks, and resolve logistics escalations impacting customer commitments and SLAsLead cross-regional repair center coordination to resolve critical spare part shortages and ensure operational continuityManage the retrieval of units requested by Razer Engineering for product validation, failure analysis, and continuous product improvement initiatives4. Stakeholder & Customer CoordinationAct as the primary liaison between Customer Support, Repair Centers, Logistics providers, and Customers to ensure effective communication and service deliveryCoordinate with cross-functional teams including Engineering, Product, Supply Chain, Customer Advocacy, and Logistics to drive repair operation objectivesSupport escalated repair cases and provide recommendations to ensure timely and customer-centric resolutions5. Reporting, Compliance & Continuous ImprovementAnalyze operational metrics and develop management reports covering repair performance, inventory utilization, spare part consumption, and SLA adherencePerform daily operational and technical reporting to management and cross-functional stakeholdersEscalate anomalies, recurring issues, inventory risks, or process breaches with supporting analysis and corrective action recommendationsIdentify, prioritize, and drive continuous improvement initiatives that enhance repair quality, operational efficiency, and customer satisfactionEnsure compliance with established repair processes, inventory controls, quality standards, and operational policies6. AI & Operational ExcellenceLead the identification, implementation, adoption, and continuous improvement of AI and automation solutions within Repair OperationsUtilize AI-powered tools and automation platforms to improve repair efficiency, case resolution speed, forecasting accuracy, and reporting effectivenessReview and validate AI-generated recommendations related to troubleshooting, warranty validation, spare part allocation, inventory planning, and repair disposition decisionsMonitor AI solution performance and provide feedback to improve operational accuracy, effectiveness, and user adoptionAnalyze repair and RMA data using AI-assisted insights to identify trends, recurring product issues, and improvement opportunitiesPartner with cross-functional teams to implement, test, and enhance AI-driven solutions and workflow automationsEnsure AI-generated recommendations comply with company policies, service standards, and customer experience expectationsLead user acceptance testing (UAT), pilot programs, and operational readiness activities for new AI and automation initiatives7. Additional ResponsibilitiesPerform additional ad-hoc tasks and projects as assigned in support of repair operations, operational excellence, and customer experience initiativesPre-RequisitesDiploma in Electronics, Supply Chain, Business, or equivalent work experience in repair operations, technical support, or related operational functionsStrong ability to work independently with minimal supervision while delivering results in a fast-paced and dynamic environmentProven experience collaborating with vendors, logistics providers, repair centers, and cross-functional stakeholdersStrong analytical, troubleshooting, and problem-solving skills with the ability to identify root causes and recommend practical solutionsHigh attention to detail with strong organizational and time-management capabilitiesProficient in Microsoft Excel and reporting tools; experience with CRM, inventory, or repair management systems is advantageousExcellent verbal and written communication skillsCustomer-centric mindset with a commitment to operational excellence and continuous improvementPassion for technology, hardware, gaming peripherals, or consumer electronics is an advantageAI & Digital SkillsFamiliarity with AI-powered productivity tools, copilots, workflow automation platforms, or analytics solutionsAbility to leverage AI tools to analyze operational data, generate actionable insights, and support decision-makingComfortable working alongside AI agents and automation solutions within repair operations, inventory management, logistics, and customer support environmentsAbility to critically evaluate AI-generated recommendations and exercise sound operational judgmentDemonstrated curiosity and willingness to learn emerging AI technologies and identify automation opportunitiesExperience participating in AI, automation, digital transformation, or process improvement initiatives is advantageousPre-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?
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