Secretlab is an international gaming chair brand seating over 3 million users worldwide, with our key markets in the United States, Europe, and Singapore, where we are headquartered.
You will be a valued member of our Global Quality team, managing the after-sales quality of Secretlab’s award-winning products used by our global customers across over 60 countries. You will be the Quality team's main point-of-contact to internal stakeholders, responsible for resolving technical aftersale issues in collaboration with our customer support and logistics team. Additionally, you will take on Electrical-related system or component matters with the opportunity to grow into a dedicated subject matter expert (SME) for electrical systems.
Our Product team is involved with all Secretlab’s industry-leading designs, including collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.
Responsibilities
- Serve as the internal liaison for escalated customer inquiries and concerns regarding products after purchase, ensuring issues are addressed promptly and effectively.
- Diagnose and resolve product-related issues reported by customers, coordinating with relevant internal departments to ensure comprehensive solutions are implemented.
- Take ownership of electrical system or component-related matters, providing in-depth analysis and troubleshooting support for issues involving power supplies, control systems, and other electrical components.
- Oversee the management of warranty claims, including thorough documentation, assessment of claims, and coordination with cross-functional teams to guarantee timely and accurate resolutions.
- Collaborate closely with planners to maintain optimal levels of spare parts inventory, ensuring the availability of components needed for customer replacements.
- Arrange for the recall of defective or failed products back to the factory for in-depth failure analysis, working with engineering and quality teams to identify root causes and implement corrective action
- Prepare and deliver detailed reports on after-sales activities, including analysis of common issues, resolution times, and other relevant after-sales performance metrics.
- Partner with quality engineers, design teams, and other key stakeholders to relay customer feedback and insights, contributing to the ongoing improvement and development of products and services.
- Develop expertise in electrical systems, offering guidance and support across departments for ongoing and future projects.
Requirements
- A Bachelor's degree in engineering, preferably in Electrical, Electronics or Industrial engineering.
- Proficiency in Microsoft Excel and strong data analysis skills, with the ability to organize, manage, and interpret data to support quality-related decisions and process improvements.
- Demonstrated analytical and problem-solving skills, with the ability to collect and analyze data to support informed decisions and process improvements
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and engage stakeholders at all levels of the organization.
- A detail-oriented mindset with a focus on accuracy and precision in all quality-related activities.
- Ability to plan, prioritize, and manage multiple projects and tasks within defined timelines.
- Proficiency in both written and verbal communication skills in English and Mandarin (for collaboration with Mandarin-speaking suppliers or vendors).
- Ability to travel for business.
Bonuses
- High interest and familiarity with the esports and gaming industry
