Tech Operations Leader: RMA, SLA & Vendor Oversight

upscale; Kuala Selangor; On-site; MYR 89,000 - 123,000; Full time

Job summary

Upscale in Malaysia seeks an experienced Senior Technical Operations Manager to oversee RMA, helpdesk, and service operations with a focus on SLA compliance. You will coordinate directly with suppliers and vendors on RMA claims, escalations, and warranty parts.

You will also manage outsourced service centers, lead engineers and helpdesk staff, and report performance and escalations to the Head of Operations & Supply Chain.

Qualifications

• 5-8 years of experience in technical operations/service management, preferably in POS, AIDC, or IT distribution.
• Strong leadership and vendor management abilities.
• Familiarity with vendor RMA processes and B2B SLA standards.

Responsibilities

• Oversee RMA, helpdesk, and service operations ensuring SLA compliance.
• Communicate with suppliers/vendors on RMA claims, escalations, and warranty parts.
• Manage outsourced service centers and vendor coordination.
• Lead and supervise engineers and helpdesk staff.
• Report performance and escalations to Head of Operations & Supply Chain.

Skills

Leadership

Vendor management

Problem solving

Service management

Education

Diploma/Degree in Engineering, IT, or related field

Job description

Upscale in Malaysia seeks an experienced Senior Technical Operations Manager to oversee RMA, helpdesk, and service operations with a focus on SLA compliance. You will coordinate directly with suppliers and vendors on RMA claims, escalations, and warranty parts.

You will also manage outsourced service centers, lead engineers and helpdesk staff, and report performance and escalations to the Head of Operations & Supply Chain.