Customer Quality Program Lead / Customer Quality Specialist

About Bitdeer

Bitdeer is a world-leading technology company for Bitcoin mining and AI cloud.

Bitdeer is committed to providing comprehensive Bitcoin mining solutions for its customers. Apart from designing industry-leading ASIC chips and manufacturing mining rigs, the Group handles complex processes involved in computing across the value chain. This includes equipment procurement, transport logistics, datacenter design and construction, equipment management, and network and facility operations. Bitdeer also offers advanced cloud capabilities to customers with a high demand for artificial intelligence.

Headquartered in Singapore, Bitdeer operates globally with a diversified 3 GW energy portfolio, and deploys Bitcoin mining and HPC datacenters in the United States, Bhutan, Norway, Canada, Malaysia, and Ethiopia.

The role

You own the customer’s experience when a Sealminer product has a quality issue in the field. You lead escalations end to end, from the customer’s site through Sales, R&D, Supply Chain and Manufacturing, and turn field data into clear recommendations for management.

This is a customer- and business-facing quality role within Aftersales.

It is not a factory, process or supplier quality position.

Success is measured by how quickly and credibly customer issues are resolved, how well customers and partners are kept informed, and how effectively field learnings reduce repeat issues and cost.

Key responsibilities

Customer escalation ownership

Act as the Aftersales’ single accountable point of contact for escalated product quality issues raised by customers, hosting partners and internal datacenter sites.

Run escalation calls and reviews, set clear expectations, agree containment and recovery plans, and own the issue through to closure and customer sign-off.

Manage difficult conversations with customers and partners professionally, balancing customer needs with Bitdeer’s commercial and technical position.

Triage and business-impact prioritisation

Prioritise and triage incoming issues by criticality, frequency and business impact, including revenue at risk, hashrate and uptime, warranty cost and customer relationship.

Decide when to escalate complex technical problems to the appropriate R&D, Manufacturing or Supply Chain owners, and keep them moving to resolution.

Cross-functional orchestration

Act as the bridge between Sales, Aftersales, R&D, Supply Chain, Manufacturing and customers on all Sealminer-related quality matters.

Align teams behind one plan with clear owners, actions and deadlines, and drive progress without direct authority.

Investigation, RCA and CAPA (drive and translate)

Gather and interpret field performance, RMA and failure data to frame quality issues clearly for engineering teams.

Drive root cause analysis (RCA) and corrective and preventive actions (CAPA) with technical owners, using structured methods such as 8D. Challenge findings where needed and verify that actions are effective in the field.

Translate technical findings into clear, credible updates for customers, Sales and management.

Strengthen and scale the customer quality framework

Take ownership of our customer quality processes as the business scales: review current practices, build on what works well, and restructure where needed so that issues are logged, triaged, escalated, communicated and closed consistently, with clear roles and response times.

Refine and formalise customer quality KPIs and metrics, for example field failure rate, RMA rate and turnaround time, repeat failure rate, escalation response and closure time, warranty cost and customer satisfaction. Set targets and review them regularly with the Global Aftersales Director.

Formalise the escalation process and service levels (SLAs) agreed with Sales, R&D, Supply Chain and Manufacturing, including severity levels and who must act at each stage.

Develop the tools, trackers and dashboards that support the process, and a regular review rhythm, such as weekly issue reviews, monthly quality reports and customer quality reviews for key accounts.

Standardise and enhance templates for customer communication, including escalation updates, 8D summaries and closure reports.

Continue to evolve the framework as the business, product range and customer base grow.

Reporting and stakeholder communication

Provide prompt, accurate and regular updates to customers and internal stakeholders on investigation status, risks and corrective actions.

Prepare customer-ready 8D summaries, risk assessments and recovery plans, and support Sales in account reviews and commercial discussions such as warranty, replacement and credit.

Report on the customer quality KPIs and present trends, risks and recommendations to the Global Aftersales Director.

Voice of the customer and continuous improvement

Feed field failure patterns and customer feedback back into R&D, Manufacturing and product decisions.

Influence preventive quality measures such as design guidelines, validation plans and process controls, so that known failure mechanisms do not recur.

Build and maintain a central knowledge base of failure modes, lessons learned and best practices to speed up future resolution.

Assist with other tasks as assigned by the Global Aftersales Director.

What you will bring

• 5–8 years’ experience in hardware or electronics, including at least 3 in customer-facing quality, RMA or field roles, such as customer quality, field quality, aftersales or service quality, or technical escalation management.
• Proven experience owning escalations directly with enterprise customers or business partners, including setting expectations and managing difficult situations.
• Working knowledge of quality problem-solving tools such as RCA, CAPA, 8D, 5-Why and failure mode analysis, with enough depth to drive, challenge and explain engineering findings. Hands-on failure analysis lab experience is helpful but not required.
• Strong analytical skills: comfortable turning field and RMA data into insight using Excel, Power BI or similar tools.
• Excellent written and verbal communication in English, with the ability to present confidently to customers, cross-functional teams and senior management.
• Commercial awareness: understands how quality issues affect warranty cost, service levels, customer retention and revenue.
• Experience setting up or significantly improving quality processes, KPIs or reporting, ideally in a customer-facing or aftersales environment. Familiarity with structured approaches such as ISO 9001 helps but is not required.
• Strong organisational and project management skills; able to run multiple escalations at once and prioritise under pressure.
• A proactive, solution-oriented mindset. You do not just flag problems; Instead, you drive them to practical resolution.
• Willingness to travel approximately 20% of the time to customer and Bitdeer sites, including overseas.
• It would be a plus if you have
• Experience with datacenter, server, power electronics or Bitcoin mining hardware customers.
• Exposure to RMA, warranty or service centre operations.
• Background in a technical account management, field application engineering or customer success role for hardware products.
• Additional languages such as Mandarin, for working with global teams and customers.
• What you will experience working with us
• A culture that values authenticity and diversity of thoughts and backgrounds
• An inclusive and respectful environment with open workspaces and exciting start-up spirit
• A fast-growing company with the chance to network with industry pioneers and enthusiasts
• The ability to contribute directly and make an impact on the future of the digital asset industry
• Involvement in new projects and in developing processes and systems
• Personal accountability, autonomy, fast growth and learning opportunities
• Attractive welfare benefits and development opportunities (Huey Shyan to confirm)

What you will experience working with us

• A culture that values authenticity and diversity of thoughts and backgrounds;
• An inclusive and respectable environment with open workspaces and exciting start-up spirit;
• Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
• Ability to contribute directly and make an impact on the future of the digital asset industry;
• Involvement in new projects, developing processes/systems;
• Personal accountability, autonomy, fast growth, and learning opportunities;
• Attractive welfare benefits and developmental opportunities such as training and mentoring.

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Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.