Repair Operations Specialist

About the Role

This position sits within the Customer Advocacy function and is focused on keeping repair operations running smoothly across the RAP region. The role combines technical troubleshooting, repair workflow oversight, spare parts planning, inventory control, replacement fulfillment, and operational reporting to help ensure fast, accurate customer resolutions.

You will work closely with repair centers, engineering, supply chain, logistics, and customer support teams to strengthen repair quality, improve processes, and support scalable operational improvements. The role also includes using AI and automation tools to increase efficiency and enhance customer satisfaction.

Key Responsibilities

• Handle technical investigations, determine root causes, and make repair disposition decisions for returned RMA units.
• Carry out advanced testing, assembly, configuration, validation, and troubleshooting to maintain repair accuracy and quality.
• Review RMA cases to confirm closure accuracy, repair compliance, and customer satisfaction.
• Support customer support teams by providing technical advice for complex repair issues.
• Study repeated product failures and share structured improvement recommendations with Product, Engineering, and Quality teams.
• Plan, allocate, replenish, and distribute spare parts across RAP and global repair operations.
• Create and maintain spare parts forecasts based on repair patterns, inventory usage, and business needs.
• Track spare parts requests, inventory condition, and SLA performance to avoid repair interruptions.
• Maintain accurate inventory transactions and ensure accountability and compliance across systems.
• Help identify, separate, process, and dispose of units marked for salvage or scrap from both company-owned and customer-owned inventory.
• Oversee regional fulfillment for replacement products, spare parts, and accessories across RAP and global repair operations.
• Watch shipment performance, surface bottlenecks, and resolve logistics issues that affect customer commitments and SLAs.
• Coordinate across regions to solve urgent spare part shortages and keep operations stable.
• Manage retrieval of units requested by Engineering for validation, failure analysis, and product improvement work.
• Serve as the main point of contact between Customer Support, Repair Centers, logistics providers, and customers to keep communication and service delivery effective.
• Work with Engineering, Product, Supply Chain, Customer Advocacy, and Logistics to support repair operation goals.
• Assist with escalated repair cases and recommend actions that lead to timely, customer-focused outcomes.
• Prepare management reports and analyze metrics covering repair performance, inventory usage, spare part consumption, and SLA adherence.
• Deliver daily operational and technical updates to managers and cross-functional stakeholders.
• Escalate abnormalities, recurring problems, inventory risks, or process gaps with supporting analysis and corrective actions.
• Drive continuous improvement efforts that raise repair quality, efficiency, and customer satisfaction.
• Ensure repair processes, inventory controls, quality standards, and operating policies are followed.
• Lead the discovery, rollout, adoption, and ongoing improvement of AI and automation solutions in Repair Operations.
• Use AI tools and automation platforms to improve repair speed, case resolution, forecasting, and reporting.
• Review AI-generated guidance for troubleshooting, warranty checks, spare part allocation, inventory planning, and repair disposition.
• Monitor AI solution performance and provide feedback to improve accuracy, effectiveness, and adoption.
• Use AI-assisted analysis on repair and RMA data to find trends, recurring issues, and improvement opportunities.
• Partner with cross-functional teams to implement, test, and refine AI-driven workflows and automation.
• Ensure AI recommendations align with company policies, service standards, and customer experience expectations.
• Lead UAT, pilot runs, and readiness activities for new AI and automation initiatives.
• Take on additional ad hoc work and projects as needed to support repair operations and customer experience initiatives.

Requirements

• Diploma in Electronics, Supply Chain, Business, or an equivalent background gained through hands-on experience in repair operations, technical support, or related operational roles.
• Ability to work independently with limited supervision in a fast-moving environment.
• Proven experience working with vendors, logistics partners, repair centers, and cross-functional stakeholders.
• Strong analytical, troubleshooting, and problem-solving ability, including identifying root causes and suggesting workable fixes.
• High attention to detail, along with strong organization and time management.
• Good command of Microsoft Excel and reporting tools; experience with CRM, inventory, or repair management systems is an advantage.
• Strong verbal and written communication skills.
• Customer-oriented mindset with a focus on operational excellence and continuous improvement.
• Interest in technology, hardware, gaming peripherals, or consumer electronics is a plus.
• Comfort using AI-powered productivity tools, copilots, workflow automation, or analytics solutions.
• Ability to use AI tools to interpret operational data, produce insights, and support decisions.
• Willingness to work with AI agents and automation in repair, inventory, logistics, and customer support environments.
• Ability to assess AI-generated recommendations critically and apply sound operational judgment.
• Curiosity to learn emerging AI technologies and spot automation opportunities.
• Experience in AI, automation, digital transformation, or process improvement work is an advantage.

Additional Information

The company is an equal opportunity employer and is committed to building diverse teams and an inclusive workplace. Hiring and employment decisions are made without discrimination based on race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other protected characteristic under local law. Reasonable accommodations may be provided where needed, including for disability or religious practices, so that employees can perform at their best.