Repair Center Supervisor

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Manager & Professionals
Job Code: 1828
The Repair Center Supervisor will provide leadership, and direction for repair, refurbish, return to vendor, and return to engineering process implementation, adherence, and service level adherence for the network of 3rd party, Asia Pacific repair centers. You'll partner with the repair center to overcome challenges related to process and service level adherence. You'll also develop, implement, and validate policies, procedures, controls, and systems that align the repair center’s processes to Razer’s internal process. You'll coordinate with the Logistics Teams to ensure inventory is available for day-to-day operations. You'll direct a structured, problem-solving approach that results in the continuous improvement of repair process and establish goals, determine root cause analysis of process failures, facilitate the development and implementation of process improvements, and evaluate the effectiveness of actions taken. Expand the service portfolio by developing value add repair services for new and existing products. Coordinate with vendors of new products, acquire stock of replacement parts and create repair or replacement processes models that fit the new product type.

The Repair Center Supervisor, will be responsible for the control and reporting accuracy of the shipping, receiving, and storage of repair parts, packaging, and replacement products at the 3rd party Asia Pacific Repair Centers. The Supervisor will direct inventory control activities that ensure the accuracy and control of inventory transactions and balances. The Supervisor will develop, implement, and validate policies, procedures, controls, and systems that, detect, correct, and prevent errors in inventory transactions and balances while maintaining appropriate segregation of duties between Razers internal departments. You'll manage inventory verification programs that comply with Razer’s policies and provide ongoing measurements on inventory accuracy.

The Objective is to develop, implement, and monitor processes that allow the 3rd party Asia Pacific Repair Centers to successfully meet their service levels and commitments to Razer.

Job Responsibilities

  • Create, implement, and monitor new repair product processes.
  • Synchronize the repair, refurbish, and testing processes for the North American repair centers.
  • Facilitate safety, efficiency, and quality throughout all repair centers
  • Monitor, track, and report to ensure all KPI’s are met
  • Coordinate with Operations, and Engineering on the shipping and receiving of defective returns, swap stock, and repair parts.
  • Coordinate with the New Product Introduction Team to identify spare parts that can be replaced, new spare part types, and new processes that may be needed.
  • Ensure the Repair Centers and Customer Service team are up to date on new product spare parts and replacement processes.
  • Coordinate with both Country and Regional Sales Managers on Distributor repair, and replacement processes.
  • Document all processes and procedures and monitor adherence
  • Work with business development in addition to your own industry contacts to know and implement best practices.
  • Reduce risk and cost
  • Review scorecards, performance metrics and KPI’s and identify improvement opportunities.
  • Facilitate the implementation of operational processes and automation
  • Develop/execute monitoring tools (reports, audits) to monitor current performance, trends and to facilitate benchmarks with competitors.
  • Accountable for driving change, operational excellence and delivering results.
  • Create process document and flow charts used for training.
  • Lead development, execution, and communication on strategies to identify, and resolve slow moving, excess and obsolete inventories
  • Work with business development in addition to your own industry contacts to find solutions and capitalize on inventory reduction.
  • Work across regions to optimize consumption accuracy and forecasting.
  • Create custom inventory reports in Excel and maintain data in Razer’s internal Systems.
  • Manage inventory adjustments, transfers, and reconciliation.
  • Collaborate with the Operations and Finance departments to assist in developing and providing an efficient process for forecasting, reporting, consumption, and scrapping.
  • Setting, and monitoring swap stock inventory levels
  • Reconciling inbound shipments for inventory accuracy and damage control
  • Provide forecasting for swap stock, repair parts, and packaging materials
  • Oversee and evaluate stock rotation procedures
  • Develop an inventory tracking system to increase efficiency and streamline processes
  • Communicate with the warehouse about current stock and potential issues with orders
  • Conduct daily analyses to forecast potential inventory issues
  • Report and communicate inventory activities and variances

Pre-Requisites

  • College degree in related competence or equivalent experience.
  • 5 – 6 years of experience managing production and repair facility.
  • Excellent technical communication skills both verbal and written
  • Familiar with Oracle
  • Must have Microsoft Office Experience: Word, Excel, Outlook, PowerPoint
  • Can work independently and to prioritize and handle multiple tasks and projects concurrently.
  • Strong leadership, administrative, organizational, managerial, and communication skills.
  • Experience with e-commerce and warranty returns
  • 2 years of experience in computer hardware services