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.