Repair Operations Specialist

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 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 1. 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 2. 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 3. 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 4. 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 5. 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 6. 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