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RMA Repairs Lead



industry, ca, usa
Posted on Saturday, November 18, 2023

NZXT is a founder-led, global organization that has not lost our entrepreneurial, scrappy roots. We’re made up of gamers, builders and PC enthusiasts on a mission to create hardware, software, experiences, and services that surprise and delight gamers of all types. So what makes NZXT, NZXT? Our employees come from a variety of backgrounds with unique experiences and interests that make us better. We invent, we play, and we have fun doing it because building is more than just assembling computer parts - building is an attitude and a state of mind. That attitude is shared by an ever-growing community of people who are all here to help each other reach the next great thing. This is an exciting time to join NZXT - let’s get building.

Job Title: RMA Repairs Lead

Location: City of Industry, CA

Workplace Type: Onsite


The RMA Lead will be responsible for overseeing the process of receiving and performing product diagnosis, repairing customer BLD systems, and verifying all defective components, in addition to developing and implementing process improvement action plans for the repair process of the RMA Department. Plan and coordinate to keep customer repair SLA within 2-3 days. Candidates must have experience in leadership, management, computer building,
troubleshooting, and software.


  • Support the development and implementation of process improvement action plans to
    enhance efficiency, quality, cost control, and inventory management
  • Develop new methods to support management goals of increasing quality, consistency, and collaboration
  • Track and measure Customer Repair processes to ensure all areas support business objectives
  • Lead RMA personnel including training, performance, conduct, relations, and professional development in collaboration with management
  • Oversee the timely movement of RMA products to ensure units are processed efficiently and that RMA inventory levels are minimized
  • Gather and communicate defect and root cause information to engineering, customers, tech support, and suppliers
  • Support cross training programs to ensure department continuity and eliminate single points of failure
  • Perform monthly reports for repairs team, outbound vs inbound systems
  • Collaborate with other departments to ensure customer sentiment and implement process improvement when necessary
  • Work with management to track repair trends and repeat RMA’s
  • Ensure RMA data is recorded accurately and resolve any issues regarding returned products
  • Ensure a safe work environment is created and maintained at all times


  • Minimum 1-2 years relevant experience with PC hardware and components
  • Minimum 1 year leadership and management experience preferred
  • Excellent interpersonal, oral presentation, and written communication skills
  • Experience in supporting project management and track record of successful action plan development and implementation
  • Demonstrated customer service experience in relevant industries
  • Excellent organizational skills, multitasking abilities, and attention to detail
  • Experience with process development, tracking, measurement, and improvement and technical documentation


The estimated base range for this role is: $22.50-$23.50. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, internal equity and alignment with market data. We offer a wide range of benefits including health/dental/vision, retirement and paid time off. All employees at NZXT receive equity as part of their compensation package. IF APPLICABLE, INCLUDE: Additionally, this role is eligible for a variable cash program (bonus or commission).


At NZXT, we believe in the importance of Design Thinking and the power of Serving Community, and our values spring from those two core ideas:

GIVE A SHIT - We’re obsessed with doing right by our community internally and externally.
  • We care a lot
  • We speak up
  • We do what we say
LEARN AND GROW - We see our challenges as opportunities. Progress over perfection.
  • We are curious and aren’t afraid to try
  • We take accountability
  • We apply what we learn
WIN TOGETHER - We elevate each other with unique perspectives and mutual respect.
  • We are in this together—win or lose
  • We lift each other up
  • We value every voice
KEEP IT SIMPLE - We remove complications to focus on what’s needed.
  • We make it efficient
  • We reduce friction
  • We keep things user-friendly

We hope that every NZXT employee internalizes and practices these values to the point where they become second nature. We expect our leaders and managers to embody and nurture these values, because when they are in full force... amazing things can happen.

NZXT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We strive to empower connection with one another, reflect the communities we serve, and tackle meaningful projects that make a real impact.