SUMMARY

Supervisory Responsibilities:

• Hires and trains new employees.
• Organizes and oversees the schedules and work of assigned Team.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Combine the talents of employees under your supervision to accomplish the objectives of the repair depot such as repair turnaround time, first time fix rate, parts used per repair and repair KPI achievement rate. Develop processes based on customers requirement to achieve the service level agreement (SLA). Prepare standard operation procedures and work instructions by following ISO 9001-2008 format. Perform continuous internal process improvement to increase customer satisfaction and productivity.

Essential Duties and Responsibilities include the following. Other Duties not listed may be assigned.

Data Analysis/Communication/Issue Resolution-Prevention

Supervise a team of repair technicians. Review and evaluate daily KPI and customer SLA requirements.

• Present corrective and preventive actions to maintain superior service quality and continuous improvement.
• Complete all projects assigned by Managers within the required timeframe.
• Recruit qualified repair technicians and set up adequate training based on approved work instructions. In addition, monitor individual process execution after training.
• Conduct periodic inventory audits in department repair center and reconcile physical counts.
• Maintain and develop record keeping procedures. Manage appropriate department training records in accordance with applicable regulations, policies, and ISO standards.
• Aids department manager in the development of KPI goals and objectives for the department; recommends, implements and administers methods and procedures to enhance operations.
• Aids other department supervisors to ensure smooth inter-department processes and procedures.
• Ensures daily housekeeping along with workstation equipment layout, energy conservation is followed thoroughly.
• Must be flexible with working hours and be available to work during other assigned events.
• Assist in maintaining great team work and high moral environment.

Warehouse Efficiencies Cost Reduction

Implements warehouse efficiencies and cost reduction programs to assist the company in making better merchandise flow decisions by conducting thorough analysis on key areas which are causing product and delivery issues.

• Builds and maintains a work environment that is positive and is supported by open feedback and two-way communication at all levels.

Team Leadership

Responsible for maintaining a positive work environment while supporting the company’s culture.

• Responsible for fostering a healthy and safe work environment, focusing on the well-being of all associates.
• Maintains and strengthens internal, external customer, and supplier relationships. Communicates and works well with all business partners.
• Manages inventory and allocation to flow through the warehouse in the most cost efficient and productive manner.

Education and/or Experience

• BA in Computer Science or related field is required.
• Minimum of 3-5 years work related supervision experience in PC related system repair service industry.
• Must be fluent in speaking/writing in English. Spanish speaking is a plus.

Essential Skills:

• Requires excellent communication skills and a professional attitude in dealing directly with customers.
• Needs ability to generate management reports in Excel, ISO experience to create SOP work instructions and procedures in Word.
• Ability to work independently with minimal supervision.
• Lean manufacturing - 5S procedures experience is a plus.
• Must have excellent verbal and written communication skills.
• Must be detailed oriented.
• Requires strong leadership and team building skills.
• Required ability to adapt to new processes and/or be flexible to changings tasks/assignments.

Competencies:

• Shows determination to achieve excellent results
• Finds better ways
• Demands top performance
• Inspires commitment

Working Conditions

Must be able to tolerate moderate to high noise levels in a warehouse environment. Office and outside environmental conditions found in the warehouse, hot in the summer, cold in the winter. Individuals may need to walk for an extensive period of time while working and walking the facilities; to reach over shoulder heights; bend or stoop below the waist; repetitive wrist, hand, or finger movement; occasional lifting up to 50 pounds (requires team lift).