Aftersales Quality Engineer
2 weeks ago
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
Tell employers what skills you have
Aftersales
Electrical Design
Root Cause Failure Analysis
Supplier Quality Engineering
Product Quality
DFMEA
Design for Manufacturing
Contract Manufacturing
Quality Engineering
Manufacturing
Electrical Engineering
Failure Analysis
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