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.

• 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)

• skills

• qualifications

• education

Bachelor Degree

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