Head of RMA and Technical Support

PRISM+ is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. PRISM+ was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances.

Join us at PRISM+ and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow.

We are seeking an experienced and technically strong leader to head our Technical Support and RMA function. This role is responsible for overseeing end-to-end RMA operations, driving continuous process improvements, and leading the resolution of critical product issues in collaboration with internal and external engineering teams.

Responsibilities:

RMA Operations & BAU Management

• Oversee day-to-day RMA (Return Merchandise Authorization) operations.
• Ensure timely diagnosis, repair, replacement, and closure of cases within defined SLAs.
• Establish structured workflows for intake, assessment, escalation, and resolution.
• Monitor KPIs including turnaround time (TAT), repeat rates, failure trends, and cost per case.
• Ensure accurate documentation, reporting, and traceability of all RMA cases.

Process Design & Continuous Improvement

• Design and optimise RMA and technical support processes to reduce turnaround times and minimise repeat failures
• Identify recurring failure patterns and implement preventive corrective measures.
• Drive data-led improvements through failure analysis and root cause reporting.

Technical Escalation & Engineering Coordination

• Lead diagnosis and resolution of critical and complex product issues.
• Act as the technical bridge between engineering teams.
• Translate field failures into technical problem statements with clear engineering insights.
• Support product improvement initiatives through structured feedback loops.

Team Leadership & Capability Building

• Lead and develop the Technical Support team.
• Build technical competency frameworks for troubleshooting and diagnostics.
• Implement training programmes to improve first-time fix rates.

Reporting & Stakeholder Management

• Present performance metrics and improvement plans to senior management.
• Provide monthly reporting on RMA trends, systemic defects, and cost drivers.
• Collaborate cross-functionally with Operations, Product, and Customer Experience teams.

• Bachelor’s Degree in Engineering (Electrical/Electronics/Mechanical or related)
• 7+ years in technical support, RMA, product engineering, or after-sales operations
• Strong experience in failure analysis and root cause analysis
• Hands-on experience liaising with supplier engineering teams
• Proven track record of improving operational efficiency and reducing defect recurrence